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Describe the symptom precisely
Identify the workspace (Personal, Portfolio or Business), the device (web, iPhone or iPad), and the action you attempted. For example, “A posted bank transfer appears twice after importing the same statement period” is more useful than “sync is broken”.
1. Note the environment
- App or web build number, if displayed.
- Device model, operating system and browser for web.
- Approximate date/time of the issue and the affected account type.
- Whether Cloud Sync is on or off and whether the problem also appears on another device.
2. Write a short reproduction
- What did you expect?
- What actually happened?
- What are the smallest steps that reproduce it?
- Did this occur after a statement import, account mapping change or sync?
3. Remove sensitive details
Before sharing a screenshot, export or sample file, remove names, email addresses, bank/card numbers, account credentials, payroll identifiers (including SINs), customer personal information, exact balances and private notes unless strictly required and shared via an approved secure channel. Do not send an entire backup ZIP in a public feedback post.
4. Preserve data before testing fixes
Save an export or backup from the device with the most complete confirmed data. Do not clear browser storage, reset Cloud Sync, overwrite a device or repeatedly reimport files simply to see if an error disappears.
See Cloud Sync basics and backups and recovery.
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