Stuck on something?
Start here.
The guide for each module usually answers a question faster than waiting for a reply. If it does not, we want to hear from you — especially if something looks wrong rather than just confusing.
- 27step-by-step module guides
- Email or a calltalk to our support team, on every plan
- 1 dayfirst-response target, paid plans
- 24/7live status at /health
Six ways to get help, fastest first
The module guides
27 step-by-step guides written for the person doing the books, all searchable from one box. If your question starts with "How do I", the answer is almost certainly there — and it is available at 2 a.m., when our team is not.
Open the documentation →Email us
For anything the guides do not cover, or anything that looks broken.
- General & technical — support@bcmobiletech.co.za
- Plans, invoices & licence keys — billing@bcmobiletech.co.za
- Vulnerabilities — security@bcmobiletech.co.za, see disclosure
From inside the app
Help & guides, at the bottom of the sidebar, opens the guide for the screen you are on, so you do not need to know what a feature is called to find help with it. Watch the lesson, just below it, plays the screen's video lesson.
For developers
API questions, authentication, webhooks and the interactive sandbox are all in the developer hub. It is often quicker than asking us, because you can send a request against your own business's data and see the result straight away.
Open the developer hub →Ask us to call you
Prefer to talk it through? Leave your number and a convenient time, and a member of our support team will call you during business days, 08:00–17:00 SAST. Available on every plan, even before you sign up.
Request a callback →Ask the community
See how other businesses use Ledgr, or ask a question of your own. You need a Ledgr account to post. Posts show your first name and last initial (never your email), and our team reviews every post before it appears.
Open the community →Request a callback
A member of our support team will call you during business days, 08:00–17:00 SAST, at the time you choose wherever possible. We will email you to confirm your details.
Thank you — we will call you back
Support by plan
Documentation and email support are on every plan, including Free. Every plan gets an answer; higher plans get a faster one and, at the top, a named contact who knows your setup.
Scroll the table sideways to see every column.
| 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 | ✓ |
| Manufacturing | ✓ | ✓ | Same business day | ✓ |
In the week before a VAT201 or EMP201 deadline, anything that stops you filing goes to the front of the queue, on every plan. A late return costs you a penalty, and waiting in our queue should never be the reason.
Things that come up often
Listed roughly by how often we see them. Most take a couple of minutes to fix.
Scroll the table sideways to see every column.
| What you see | What is going on | What to do |
|---|---|---|
| A module is locked | It is not on your plan. Ledgr shows locked modules rather than hiding them, so you can see what an upgrade includes. | Check the plan comparison, then upgrade under Settings → Billing & Plan. The module unlocks immediately. |
| "You have reached your invoice limit" | The Free plan allows 5 documents per calendar month — invoices, quotes and every other kind count. | Wait for the first of the month, or upgrade to Starter for unlimited documents. 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 & Plan. If it was redeemed elsewhere, email billing@bcmobiletech.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 wrong target was chosen for the file. | Check the counts: "skipped" means the row already existed. Otherwise, choose the target that matches the file — chart of accounts, opening trial balance, customers and suppliers, products and services, open invoices, payroll figures, sales leads or recipes — 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 be read wrongly whenever the day is 12 or less. | 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 in a format Ledgr does not read, such as an Excel workbook, or it is a PDF whose amounts do not agree with the balances the bank printed on it. Ledgr reads PDF, OFX, OFC, QIF and CSV statements. | Re-download it from the bank's portal as a PDF statement, OFX or CSV. If a PDF is refused, the import says what did not add up; the CSV or OFX export of the same period is the quickest workaround. 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 | Each line has its own VAT treatment: standard, zero-rated or exempt. | 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 | It is nearly always the primary rebate, the UIF cap, or annualisation 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 shows whether the service and its database are up, checked live. If that page says Operational and the app does not respond, the problem is most likely in the connection between you and Ledgr, not in Ledgr itself.
- Try another device
Open Ledgr on a second phone or computer. If it works there, the problem is with the first device or its browser rather than with Ledgr.
- Try a different network
Use a phone hotspot instead of the office Wi-Fi. This tells a local outage apart from a service problem. Local outages are common during load shedding, when the cell tower or fibre node is running on battery.
- Check whether you are simply offline
Ledgr keeps working offline and syncs later. If the app is responding but the numbers look stale, you are probably working from the copy on your device, and it will catch up automatically when the connection returns.
- Then tell us
Include the details below, so our first reply can be a fix rather than a question.
What to send
A clear report can usually be answered in one reply. A vague one can take three emails before anyone can start looking.
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 — our support team will never ask for 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 they should never be sent by 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 shows us exactly what happened, so we do not have to guess how to reproduce it.
Frequently asked questions
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 them through setup.
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@bcmobiletech.co.za, describing the problem it would solve rather than the feature you have in mind. There is often already a way to do it; if not, we add it to our list with your reason attached.
I am moving from another accounting package. Is that a support question?
It has its own 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 turn off renewal in Settings → Billing & Plan, or email billing@bcmobiletech.co.za. When the plan ends you have one month of read-only access; after that the account can be closed for good, which deletes your uploaded files and erases every sign-in. The records you typed in are not erased — they stay in Ledgr's database, closed off. The privacy policy sets out exactly what is kept and how to ask for personal information to be destroyed. Keeping your own copy for five years is your duty under the Tax Administration Act.
Still stuck?
Email us with the details above and we will take it from there.