Support
Contact support
Ask about a template, a download, a refund or a workbook issue. We reply to every message within 1 business day.
Before you write
- The help center has setup guides, the compatibility page and the FAQ.
- Every workbook has a Guide sheet that explains each input, calculation and check.
- Bought on Etsy? Message us from your Etsy order page so your order and messages stay together.
Our support promise
We reply to every message within 1 business day. Business days are Monday to Friday, Australian Eastern time. A message sent on a US Friday afternoon arrives on Saturday in Australia, so expect a reply by the end of Monday, Australian Eastern time.
Included: help getting the workbook working as described, and fixes for anything that doesn't. Not included: custom setup, importing your data, redesigning formulas, or accounting and tax advice.
What to include
The more of this you include, the more likely we can answer in one reply.
- Template and version. From version 2.0.0, the version is on the Start Here sheet. In version 1.x it is in the file name, for example
client-fees-delivery-tracker-v1.1.0-rc1-blank.xlsx. - Your Excel version and build. On Windows: File > Account > About Excel. On a Mac: Excel > About Excel. For Excel for the web or Google Sheets, give your browser and its version.
- Where the problem is. The sheet name and the row or cell, for example "Work log, row 14".
- What you expected and what you saw. Include any message Excel showed, word for word.
- Month and report currency, if it's about a figure on the Summary (or, from version 2.0.0, the Dashboard).
Send demo or redacted data only, never real client records. If a file would help, we'll ask for it in our reply.
Common topics
- Setup: which file to open, entering the first month, adding rates.
- A row marked "Review": what triggered it and how to fix it.
- A figure that looks wrong: we'll help you trace it back to the cells behind it.
- Download or order: a lost download link, a receipt, or the wrong license.
- Refunds: 30-day money-back guarantee, no questions asked. Include your order number. See refunds and guarantee.
- License questions: team use, client businesses, the Agency/Team license. See the license.
- Updates and the Google Sheets edition: free 2.x updates through your Payhip download link; the Google Sheets edition is included free when it ships.
Prefer email?
Write to [email protected]. The same promise applies: a reply within 1 business day.
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Send us a message
We reply within 1 business day, Monday to Friday, Australian Eastern time.