If something isn't working or you're not sure how to do something, open a support ticket from Support in the top nav.
Who handles it
When you click New ticket, you'll see a Who should handle this? picker — but only if you have an accountant on the account:
- Platform support — questions about the app: bugs, login issues, billing, anything we built. Goes to the AccountantUK team.
- {Your accountant's name} — questions about your books or tax: "Is this expense deductible?", "Should I do something before year-end?". Goes directly to them.
If you don't have an accountant on the account, all tickets go to platform support.
What to include
- A clear subject (one line).
- A category — Billing, Technical, Account, Other.
- A description of what you tried, what you expected, what happened.
- Attach screenshots or PDFs if they help. Up to 5 files per message, 10 MB each — images and PDFs accepted. Drag them in or click the paperclip.
Tracking replies
- The bell icon in the top-right lights up when someone replies — same for status changes (resolved / closed).
- Your ticket detail page shows the whole thread; reply directly from there.
- Replying to a resolved ticket automatically reopens it.
Response times
- Platform team — usually within one working day; faster for billing and access issues.
- Your accountant — varies by their availability; if it's urgent, mark it Urgent in the subject and they get notified the same way.
Pro tip
If you're hitting the same question often, ask the team to add it to the help centre. We're always looking for the most useful articles to write.