Support & Contact

Here's 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. When you tell it a conversion came out wrong (wrong dates, missing pages or transactions) or a button doesn't work, it names the job and passes it to our team, who reply by email. Your whole conversation goes to one support ticket, and the chat shows its number. Once the assistant has passed a conversation to the team, that chat is with a person: the assistant stops replying in it, the message box closes, and a person answers by email. To add details, reply to the ticket email; for a different question, click Start a new chat. It looks up your own plan, page balance, jobs, integrations and support requests only while you're signed in; the assistant on our website answers product and pricing questions and passes anything about your account to our team by email.
Send Feedback: Click Send Feedback under Help & Support in the left sidebar to rate DocuClipper from 1 to 5 and add a comment. The card opens at the bottom of the sidebar, so your table and PDF stay in view. A rating of 1 or 2 goes straight to our support team, and we reply by email. From time to time, at most once every 90 days, a one-question card appears in the sidebar right after you export: this rating or, on paid plans, a short question about what you do with your data next. Both are optional; answer or close the card with the x.
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 support@docuclipper.com with "Security" in the subject.

Hours and response times

Our support team works Monday to Friday, 8 AM to 5 PM US Central.
Support is by email and in-app chat, with a first reply within one US business day. When you use the contact form, a confirmation email arrives right away.
Business and Enterprise plans include priority support: your requests, including ones the in-app assistant passes to our team, go to the front of the queue. If a conversion comes out wrong, we fix it and rerun it for you, and we can set up your export template from a sample of the layout you need - just email it to us.

What to include for the fastest answer

When you contact us, please include:

The email address on your DocuClipper account.
A description of what you expected versus what happened.
The job, document, or project affected (a link or name).
The exact error message, if any, and a screenshot.
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 support@docuclipper.com with "Security" in the subject.

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.
Paid accounts keep their data for as long as they are subscribed, on every plan. Data is deleted 90 days after cancellation, and files on free and trial accounts are deleted 30 days after upload. See How long DocuClipper keeps your data.
Disconnecting an accounting integration revokes DocuClipper's access to that organisation immediately.
For security reports, your firm's vendor review (SOC 2 Type II report, DPA, sub-processor list) or a security questionnaire, email support@docuclipper.com. The security page lists what we provide.

Self-service resources

Support is provided in English.