In this section we explain how you can correctly raise a support case.

When to raise a support case

In general, when the solution is not working as expected or you have questions that are not covered in this Knowledge Base.

Before raising the case, if applicable, please try to

• delete the generated transaction (Bank Statement line in question>Edit>button Delete Payment Transactions) or

• the entire Bank statement.

• If you can reproduce the same issue, please let us know the steps to reproduce.

Sales, invoicing or other non-technical questions send please to info@fastfour.com.

What kind of data to submit

Please provide the following information & answers to the questions:

• Statement ID (or URL) and Number of the bank statement line (if applicable).

• Provide the file, if the issue is while importing the statement. Is the issue only with this file or with all the files?

• Very good practice is to mention the steps to reproduce the issue, the Expectation and Actual result.

• Have you made any changes recently to the settings (Bank Account Configuration, Custom preferences etc.)?

• Do we have an access to your account? Please verify that our access is still valid and active.
  If access cannot be provided, make sure you send us screenshots of:

  • the related Bank Account Configuration

  • the Bank statement (and Bank statement line) itself,

  • together with the System Notes of the Bank Statement line (click Edit on the bank statement line > System Notes tab)

  • Similarly if you have an issue with e.g. custom matching rule, send a screenshot of the rule settings etc.

What to expect

Based on your Support package (more information about the packages at our website or on info@fastfour.com) we pick up the support case within the agreed response time.

• At first, we review the information provided and check whether we have access to your system or not.

• If there is information missing, we reply with the questions that are limiting us with the investigation.

• Based on the urgency of the case and matter of the issue (blocking X not blocking) we might schedule an online session to resolve the issue via screen-sharing.

• Please note that providing access significantly speed up the investigation, as we can verify all related settings at once.