How to contact support and what to send

Support is by email and by ticket, and a person reads every message. This page shows how to reach us, what to include so the first reply is useful, and the one thing you must never send.

How to reach us

Email support@bankwriter.com with anything at all — a bug, a statement that will not convert, a licence question.

You can also open a ticket at account.bankwriter.com/tickets. Sign in with your email address: a code is emailed to you and you type it in. There is no password to remember, and your whole history sits in one place.

Both routes are one click from inside the app: Support in the footer of the main window opens this site, and Account opens your portal.

We aim to reply within 5 business days, and it is usually much faster. Both routes land in the same queue, so pick whichever suits you.

What to include

Five things turn a vague report into a fixed problem:

1. Your app version — the small v-number at the bottom of the main BankWriter window. Faster still: open License in the footer and click Copy diagnostics, which puts your version, licence status and device id on the clipboard in one go.
2. What you did — the steps, in order.
3. What you expected to happen.
4. What happened instead — word for word if a message appeared.
5. The statement's issue in words — for example, "the third line's amount reads 1.00 but the statement shows 100.00".

Rough detail beats no detail. Send what you have and we will ask for the rest.

Never send a client's statement

Send one of these instead:

• A plain description of what went wrong.
• The line that went wrong, retyped with the numbers and names changed. Keep its shape — the spacing, the date format, the way the amount is written. That shape is what we need.
• A screenshot with names, addresses and account numbers blacked out. Use solid black boxes rather than blurring, because blur can sometimes be undone.
• Your version, the export format you chose, and whether the statement was scanned.

If a real file turns out to be unavoidable, we will say so and arrange a secure way to send it. We will never ask you to email one.

Before you write in

A minute of self-service often beats a five-day wait. Check these first:

• Scanned or photographed pages reading roughly? Try Re-scan with detailed scan on the banner before reporting it. See Scanned statements.
• A few cells wrong? Fix them in place — the totals recompute as you type, and the magnifier shows that exact spot in the original PDF. See The review screen.
• Trial allowance, activation, or a seat on a new computer? Nearly all of it is self-serve. See Free trial, licence keys and seats.
• Anything else? The FAQ answers the questions we get most, in a couple of lines each.

Still not solved? That is exactly what support is for. Write in.