Support & Contact

We're here to help you get the most out of DocuClipper. This page explains how to reach us, what to expect, and where to find answers on your own.

How to get help

• Email support: support@docuclipper.com — the fastest way to reach a person. Include your account email and a short description of the issue (see What to include below).
• In-app help: Use the Help / AI assistant in the bottom corner of the app while you're signed in. It can answer common questions instantly and create a support request for anything it can't resolve.
• Contact form: docuclipper.com/contact — for support, sales, or to request a demo.
• Help Center: Browse step-by-step guides and troubleshooting at docuclipper.com/docs.
• Security issues: Report vulnerabilities or security concerns to security@docuclipper.com.

Hours and response times

• Our support team operates during US business hours, Monday–Friday.
• We typically respond within a few hours, and aim to reply to every request within one business day.
• Business and Enterprise plans include priority support with faster response times and more personalized assistance.

What to include for the fastest answer

When you contact us, please include:

1. The email address on your DocuClipper account.
2. A description of what you expected versus what happened.
3. The job, document, or project affected (a link or name).
4. The exact error message, if any, and a screenshot.
5. The integration involved (e.g. Xero, QuickBooks), if applicable.

Escalation

If your issue isn't resolved or is time-sensitive:

• Reply to your existing support email and ask us to escalate — this keeps the full history in one place.
• Or email support@docuclipper.com and reference your original request.
• For billing or account-level matters, mention this in your message so we can route it to the right team.
• For security matters, email security@docuclipper.com directly.

Help with the Xero integration

DocuClipper connects to Xero so you can sync bank transactions and export invoices/bills without downloading files. Common tasks:

• Connect & manage organisations — Connect Xero from the Integrations page. You can connect more than one Xero organisation; each appears by name with its own Test and Disconnect controls.
• Import bank transactions — see Import bank statement transactions into Xero.
• Export invoices & bills — see Export invoices to Xero.
• Disconnect — On the Integrations page, click Disconnect next to an organisation. This revokes DocuClipper's access on Xero's side and removes the connection. You can also remove the connection from My Xero → Connected apps.
• Reconnect after an error — If a connection expires or is revoked, DocuClipper shows a Reconnect prompt. Click it and re-authorize to resume syncing.
• Sync errors — DocuClipper surfaces the Xero error message, the affected item, and a link to view it in Xero. Fix the flagged field (for example, a missing category) and re-sync. If you're stuck, email us with a screenshot.

The same connect / disconnect / reconnect flow applies to our QuickBooks Online, Sage, and other accounting integrations.

Account, billing & cancellations

• Manage your plan, billing cycle, and page usage in Account settings.
• DocuClipper plans are month-to-month and can be canceled at any time from your account settings, or by emailing support@docuclipper.com.
• For billing questions or invoices, contact support with your account email.

Security, privacy & your data

• Read how we handle your data in our Privacy Policy.
• Data retention depends on your plan (for example, Starter retains data for 30 days; higher tiers retain it longer).
• Disconnecting an accounting integration revokes DocuClipper's access to that organisation immediately.
• For security reports, email security@docuclipper.com.

Self-service resources

• Getting Started with DocuClipper
• Extract data from bank statements
• Convert invoices and receipts to Excel
• Troubleshooting: not-reconciled statements
• Full Help Center

Support is provided in English.