When to contact support

Most problems are solvable from these pages. A few genuinely need a human on our side — this page tells you which, so you don't wait on something you could fix in a minute, or spend an hour on something you can't fix at all.

When you need us, email support@getberes.app.

You cannot fix these yourself

Problem	Why
A document still fails after both retries	Usually the document itself. Send a better copy first — contact us only if a clean original also fails.
A push keeps failing for a reason you can't act on	Retrying is self-serve — but if the ⚠ tooltip's reason doesn't tell you enough to fix it, we can look.
A reported-invalid document is still sitting there	It needs support to confirm before it's credited back.
Every channel stopped working at once	Service-level, not configuration.
Your plan doesn't match what you paid for	Plan assignment is support-side.

Try these first

Problem	Page
Nothing came back from the bot	Nothing came back
A document is Blocked or Needs review	A document is Blocked
Export won't run	The export won't run
Push didn't arrive	The push didn't reach my accounting system
Connect link not working	Telegram problems
Hit a limit unexpectedly	Billing and limit problems
"You don't have permission"	Permission problems

What to include

Every report:

Document ids for the documents involved
What you expected and what happened instead
The exact message, copied rather than paraphrased — the wording distinguishes causes that look identical otherwise
When it happened, roughly
Scope — one document, one person, or everyone. This single detail usually determines where we look first.

For export or push problems, add your export target and whether Test connection passes right now.

Finding a document id

Open the document. The id is the long string at the end of the page address:

https://doc.getberes.app/documents/prepare?ids=a1b2c3d4-...

Several ids appear separated by commas. Copy the lot.

What we can't do

Recover a document that was never received. If it isn't in your Documents list, it didn't arrive — resend it.
Change entries already in your accounting system. Once pushed or imported, corrections happen there.
Add master data for you. Suppliers and item codes come from your accounting system, and inventing them causes import failures later.
Fix a mis-read that review would catch. Checking extraction against the original is the reviewer's job, and it's what keeps a wrong number out of your books.