Books has built-in support ticketing. Open tickets from inside the app and track responses in your account.
Opening a Ticket
Click Help in the top nav (or any "Open a ticket" link in the app).
Pick a category (Bug, Question, Feature Request, Billing).
Write a clear subject and description. Include screenshots if it helps.
Attach any relevant files (the same file types supported for transaction attachments).
Click Submit.
What Makes a Good Ticket
Specific subject — "Reconciliation difference of $47 on Capital One March 2026" beats "reconciliation broken"
Reproduction steps — for bugs, list what you did step by step. "I clicked X, then Y, then Z, expected A but got B."
Screenshots — almost always helpful. Especially for visual issues.
What you've tried — saves the support team from suggesting things you've already tried
Urgency — let us know if this is blocking your work vs. a minor nuisance
Response Times
Target response times by plan:
Books Individual — within ~5 business days
Books Founder — within ~2 business days
Books Growth — within ~2 business days
Books Pro — within ~1 business day
Tracking Your Tickets
Open tickets appear in Help → My Tickets. Each ticket shows:
Current status (Open, Pending, Resolved, Closed)
Last response
Full conversation thread
You also get an email when there's a new response. Reply by email or in the app — both work.
When Not to Open a Ticket
Some issues are better handled directly:
Password reset — use Core's forgot-password flow
Plan change — go to Settings → Billing and self-serve
General how-to — check the help library first; most questions are answered
Stripe billing issue — contact Stripe directly via the receipt email if it's a payment-side issue