In many cases we will require screenshots in order to troubleshoot further. If you need tips on how to provide a helpful screenshot or recording, here is a guide that can help. Below are some examples of what we’ve found is most helpful for achieving the quickest resolution with minimal back and forth.
Data Feeds Connection Issues:
When we are troubleshooting with our data provider it’s important that the screenshot includes the full page layout.
Missing transactions and incorrect transaction details:
Missing accounts, “data not available” errors, and incorrect balances:
Spreadsheet Issues:
When the Foundation Template isn’t working as expected, we need screenshots of a few core sheets to identify the issue. These core sheets include the Transactions, Categories, Accounts, and Balance History sheets. If the headers are misspelled or don't include key columns, your spreadsheet can break.
The headers of your Transactions and Categories sheets should appear as follows:
Transactions sheet:
Categories sheet:
For Excel sheets, the Transactions, Balance History, and Categories sheets should be formatted as an Excel Table and your data will need to be within the table range as indicated by this small triangle at the lower right of the table boundary:
You’ll also want to check that none of your sheet names (the tabs at the bottom) have been renamed: