Stuck on something?
Start here.
Most questions are answered faster by the guide for that module than by waiting for a reply. The ones that are not, we want to hear about — particularly if something is wrong rather than merely confusing.
- 13step-by-step module guides
- 4ways to reach us
- 1 dayfirst-response target, paid plans
- 24/7live status at /health
Four doors, roughly in order of speed
The module guides
Thirteen step-by-step guides written for the person doing the books. If your question starts with "how do I", the answer is almost certainly one of them — and it is there at two in the morning when nobody is at a desk.
Open the documentation →Email us
For anything the guides do not cover, or anything that looks broken.
- General & technical — support@ledgr.co.za
- Plans, invoices & licence keys — billing@ledgr.co.za
- Vulnerabilities — security@ledgr.co.za, see disclosure
From inside the app
Every module has a help entry point that lands on the guide for the screen you are on, so you do not have to work out what the feature is called before you can read about it. Locked modules explain which plan unlocks them rather than simply refusing.
For developers
API questions, authentication, webhooks and the interactive sandbox all live in the developer hub. It is faster than asking, because you can fire the request at your own tenant and see what comes back.
Open the developer hub →Support by plan
Documentation and email support are on every plan, including Free. Paying more does not buy you the right to be answered — it buys you priority and, at the top, someone who knows your setup.
| Plan | Documentation | Email support | First-response target | Named contact |
|---|---|---|---|---|
| Free | ✓ | ✓ | 2 business days | — |
| Starter | ✓ | ✓ | 1 business day | — |
| Business | ✓ | ✓ | 1 business day | — |
| Professional | ✓ | ✓ | Same business day | — |
| Enterprise | ✓ | ✓ | Same business day | ✓ |
In the week before a VAT201 or EMP201 deadline, anything blocking a submission jumps the queue on every plan. Filing late costs you a penalty; waiting your turn should not.
Things that come up often
Roughly in the order we see them. Each of these is a two-minute fix.
| What you see | What is going on | What to do |
|---|---|---|
| A module is locked | It is not on your plan. Ledgr locks rather than hides, so you can see what upgrading buys. | Check the plan comparison, then upgrade under Settings → Billing. The module unlocks immediately. |
| "You have reached your invoice limit" | The Free plan allows five invoices per calendar month. | Wait for the first of the month, or upgrade to Starter for unlimited. Nothing already issued is affected. |
| A licence key will not apply | Usually the key was already redeemed, or it is being pasted with a stray space. | Copy it straight from the email, and apply it under Settings → Billing. If it was redeemed elsewhere, email billing@ledgr.co.za. |
| Signed out unexpectedly | A session was revoked, a password was changed, or the session timeout in your security policy elapsed. | Sign in again. If it repeats, check Roles & Users → Sessions and the security policy settings. |
| An import created nothing | Either every row already existed — imports skip duplicates so they are safe to re-run — or the wizard was pointed at the wrong target for the file. | Check the counts: "skipped" means already present. Otherwise switch the target (Contacts, Invoices or Products) and check the missing-column warning. See what moves. |
| Imported invoice dates are a month out | Dates are read day-first, the SA convention — 03/04/2026 is 3 April. A US export written month-first will land wrong for the first twelve days of a month. | Reformat the date column as yyyy-mm-dd in your spreadsheet before importing — that form is never ambiguous. |
| A bank statement is rejected | It is a PDF, or an Excel file, rather than the CSV or OFX export. | Re-download from the bank's portal choosing CSV or OFX. The banking guide covers the column mapping. |
| Amounts import with the wrong sign | Some banks use one signed column, others use separate debit and credit columns. | Correct the mapping on the import screen — it is remembered per account afterwards. |
| VAT on a document looks wrong | The line's VAT treatment is standard, zero-rated or exempt, and it is set per line. | Open the line and check its VAT treatment. If every document is wrong, check the VAT number and registration status in Settings. |
| PAYE does not match your own calculation | Nearly always the primary rebate, the UIF cap, or an annualisation difference on a part-month. | Compare against the tax tables view in Payroll, which shows the brackets and rebates being applied. The payroll guide works through an example. |
| Someone cannot see a screen you can | Their role does not carry that permission, or they are on a different company in a multi-company setup. | Check the matrix in Roles & Users, and check which entity they have open. See the roles guide. |
Checking the service
- Open /health
It reports whether the service and its database are up. If that responds and the app does not, the problem is between you and us rather than inside us.
- Try a different network
Phone hotspot instead of office wifi. This separates a local outage — increasingly common during load shedding, when the tower or the fibre node is on battery — from a service problem.
- Check whether you are offline rather than broken
Ledgr keeps working offline and syncs later. If the app is responding but the numbers look stale, you are probably working against the local copy and it will reconcile itself when the connection returns.
- Then tell us
With the detail below, so the first reply is a fix rather than a question.
What to send
A good report is answered once. A vague one costs three emails before anybody has looked at anything.
Please include
- What you were doing — the module, the screen and the button
- What you expected, and what happened instead
- The document or record number, if there is one
- The exact error text, or a screenshot of it
- Roughly when it happened, and your time zone if you are not in SAST
- Browser or device, and whether it happens on another one
- Whether it happens every time or just happened once
Please do not include
- Your password — support will never ask for it, and nobody needs it
- A full database export, unless we have asked for one
- Screenshots of other people's personal information where the bug does not need it
- Card numbers. Ledgr does not store them and neither should an email
If a fix needs us to look at your data, we will ask you first and tell you what we need to open.
The invoice, bill or payslip number, and the approximate time. With those, the audit log tells us exactly what the server did, and we can stop guessing at reproduction steps.
Other things people ask
Do you offer training or setup calls?
Not as a paid service. The getting-started guide is designed to be the training — about thirty minutes from a new account to a sent invoice. Enterprise customers get a named contact who will walk through a setup with them.
Can support make a change in my books for me?
No, and that is deliberate. We will tell you exactly which screen and which field, but the ledger is yours and every change in it is attributed to a user in your audit log. An entry nobody in your business made is an entry nobody in your business can explain to an auditor.
Can you give me accounting or tax advice?
We can tell you how Ledgr calculates something and which rate or table it used. Whether a particular transaction is deductible, or how to treat a specific arrangement, is a question for your accountant or tax practitioner — and if you do not have one, the accountants page explains how they work alongside you in Ledgr.
Something is missing from the product. Where do I say so?
Email it to support@ledgr.co.za with the problem it would solve rather than the feature you have in mind. The problem is the useful part; there is often already a way to solve it, and where there is not, it goes on the list with your reason attached.
I am moving from another accounting package. Is that a support question?
It is a whole page: switching to Ledgr covers what imports automatically, how to set opening balances and a cutover checklist. If you get stuck on a specific file, then yes — send it over.
How do I close my account?
Export your data first — Settings → Data → Export all data — then email billing@ledgr.co.za. Financial records are retained for the statutory period even after closure, which is a legal requirement rather than a retention tactic. See POPIA.
Still stuck?
Send it through with the detail above and we will pick it up.