Before you contact support

01 · How

Check these first

1. Check the workspace. More apparent problems are "wrong workspace" than anything else. The switcher is at the top of the screen.
2. Check My Task, and open the collapsed groups. If something is waiting for a person, it is there.
3. Check Exceptions. A document that failed is not in the Inbox.
4. Check the record’s own history. Open the record and look at what has already happened to it.
5. Check the workflow is switched on, if you expected automation to do something.
6. Check the connection, if the problem is that nothing reached your accounting system — Settings → Integrations shows whether it is healthy.

02 · What to have ready

If none of that explains it, gather these before you ask. They turn a long conversation into a short one, and Contact us is where to send them.

• Which workspace, by name.
• Which record or document, by its number or file name.
• What you expected, and what happened instead.
• When it happened, roughly.
• A screenshot of the screen showing the problem, including any error message in full.

03 · Notes

Error messages are worth copying exactly

Merchaint’s messages are specific — "Some pages could not be read" and "has neither an item nor an account" mean different things and lead to different fixes.

Say what you already tried

It saves being asked to do it again.

04 · FAQ

Common questions