---
title: "Contact support in the app"
description: "Start a support conversation, include useful details and files, read replies, and follow up from Settings → Support."
section: "Account & billing"
canonical: "https://banksync.io/docs/account-billing/contact-support"
specs: ["intake"]
operationBindings: [{"capability":"intake","operation":"intake.record.submit"}]
---

Use **Settings → Support** when you need help with BankSync. Your request becomes a
conversation you can return to, with replies in the app and by email.

Open the workspace your question is about before starting. This gives the support team the
workspace context alongside your message.

[![Contact support and follow up in the app](https://cdn.banksync.io/videos/lodge-a-support-request.poster.18c3cece7f3873e1.png)](https://cdn.banksync.io/videos/lodge-a-support-request.134e4aa446763db3.mp4)

[Watch: Contact support and follow up in the app](https://cdn.banksync.io/videos/lodge-a-support-request.134e4aa446763db3.mp4)

## Start a conversation

1. Open **Settings → Support**, then choose **Get help**.
2. Under **What is this about?**, choose **Something is not working**, **A suggestion**, or
   **A question about my account**, as appropriate.
3. Add a short **Subject** and describe **What happened?** Include what you were doing,
   what you expected, and any error message you saw. For a sync problem, include the feed
   name and the relevant run from its **History**.
4. If a file would help explain the problem, attach it, paste it or drop it into the message
   area. Wait for uploads to finish before sending.
5. Choose **Send**. When the request succeeds, BankSync opens the conversation with its
   case number and your message.

If sending fails, the form shows the error so you can try again. An empty subject or message
cannot be sent, and you need an open workspace to start a support case.

## Read and answer a reply

Return to **Settings → Support** and open the conversation. The list shows its status and
whether there is an unread reply. Opening an unread conversation marks it read for you.

Read the reply, write your answer in the message box and choose **Send**. You can add files
to a reply too. A successful reply appears in the same thread and clears the message box;
it does not start a new case or take you back to the list.

Use **All conversations** to return to your support history. If you follow a case link from
an email, sign in to open the conversation you are allowed to see.

## Finish or follow up

For a conversation you started, choose **This is resolved** once the problem is fixed. If a
closed conversation offers **Reopen**, use it to explain what still needs attention.

The page may also show conversations raised by a colleague in your workspace. Where the
controls are offered, you can reply or follow a colleague's conversation; closing, reopening
and rating a case belong to its requester.

## If you cannot sign in

Use the [contact page](https://banksync.io/contact), or email
<support@banksync.io> from the address you use for BankSync.

For other requests, see [Sending feedback, requests and support questions](/docs/account-billing/feedback-and-requests).
For checks you can try before writing, see the [Troubleshooting Guide](/docs/bank-feeds/troubleshooting-guide).