Support Tickets

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If you encounter a problem while converting a bank statement, need help with setup, or have any questions, you can create a support ticket. Our support team will respond as soon as possible and help you resolve the issue.

The ticket system allows you to attach files, track the status of your request, and communicate directly with support through replies to the ticket.

How to create a ticket

1 Open the tickets page

You have two options for accessing the ticket page:

• The bell icon in the top-right corner of the navigation bar — click it for quick access
• My Tickets page — directly via the URL /tickets.html

2 Click "Create a new ticket"

On the tickets page, click the Create New Ticket button. A form will open for you to enter the details of your request.

3 Select a category

Select the category that best describes your issue:

Category	When to use
Transformation issue	File processing error, incorrect results, missing transactions
Account issue	Login, registration, data changes, email verification
Payments and credits	Problem with purchasing credits, missing credits, invoices
New format / bank	Request for support for a new bank format or accounting system
Other	Other questions and requests

4 Optionally select a file

If your issue relates to a specific uploaded file, you can select it from your file list. This will give the support team immediate access to:

• The original uploaded file
• File type settings (column mapping, encoding, filters)
• Processing and transformation history

5 Describe the problem

Enter a detailed description of your problem in the text field. The more information you provide, the faster we can help you. We recommend including:

• What exactly happened (error message, incorrect result)
• What you expected
• Steps to reproduce the problem
• Bank name and statement format
• The accounting system you are importing into

6 Submit a ticket

Click Send. A ticket will be created, and you will be redirected to its details page, where you can track responses.

Notifications

You will be notified of every activity on your ticket in several ways:

Notification type	Description
Email	You will receive an email notification at your registered email address for every response from support
Bell Badge	A red badge showing the number of unread replies will appear on the bell icon in the navigation bar
Ticket status	The ticket changes status: Open → Answered → Resolved

Ticket replies

On the ticket details page, you can:

• Read replies from the support team in chronological order
• Reply using the text field below the last message
• Close the ticket if your issue has been resolved

Communication takes place directly within the system—no need to send emails. The entire conversation history is kept in one place.

What to include with your ticket

If you attach a specific file to the ticket, the support team will have access to the following information for faster resolution:

Data	Purpose
Original file	The original bank statement as uploaded (unedited)
File type settings	Column mapping, encoding, delimiter, filters, VS settings
Processing history	When the file was uploaded, transformed, and what errors occurred
Bank account	Account number and IBAN set for the output format

Tips for quick resolution

1. A specific description of the problem — not “it doesn’t work,” but “transactions from March 15, 2026 are missing after transformation”
2. Attached file — if the issue relates to a specific statement, attach it to the ticket
3. Screenshot — if you see an error message, describe it or attach a screenshot
4. Expected result — describe what you expected
5. Accounting system — specify which system you are importing into (Pohoda, Money S3, FlexiBee...)