Open a support ticket

A support ticket is a conversation with the Bilify team inside the app. Use it when something does not work as described in the help centre, when you see an error, or when you need something only the Bilify team can do.

Owners, Admins and Employees can open tickets. Accountants can read the company's tickets but cannot open or answer them.

Open a ticket#

Click New ticket to write to the Bilify team.

Write a short subject that says what is wrong.

Pick a priority. Urgent is available on the Pro and Enterprise packages.

Describe the problem and the steps that lead to it. Paste or drop screenshots here.

Click Save to send the ticket. You can follow the replies on the ticket's page.

Next

Done

That is everything. You can replay it any time.

Start over

1. Click New ticket to write to the Bilify team.

2. Write a short subject that says what is wrong.

3. Pick a priority. Urgent is available on the Pro and Enterprise packages.

4. Describe the problem and the steps that lead to it. Paste or drop screenshots here.

5. Click Save to send the ticket. You can follow the replies on the ticket's page.

1. Step 1: Click New ticket to write to the Bilify team.
2. Step 2: Write a short subject that says what is wrong.
3. Step 3: Pick a priority. Urgent is available on the Pro and Enterprise packages.
4. Step 4: Describe the problem and the steps that lead to it. Paste or drop screenshots here.
5. Step 5: Click Save to send the ticket. You can follow the replies on the ticket's page.

1. In the sidebar, open Support and click New ticket.
2. Write a short Subject, for example "Cannot issue invoice 2026-0042".
3. Choose a Priority. Medium is preselected; see Ticket priorities.
4. In Description, explain the problem.
5. Attach screenshots or files if they help: paste an image straight into the box, drag files onto it, or use the file picker.
6. Click Save.

You see Ticket submitted. and land on the ticket's page. The Bilify team is notified straight away.

Attachment limits#

Up to 5 files per message, 10 MB each. Allowed types: JPG, PNG, GIF, WEBP, PDF, DOC, DOCX, XLS, XLSX, ZIP and TXT.

Follow the conversation#

All tickets of your company are under Support > View all, with their status and last activity. You can search them and filter by status.

When the Bilify team replies, you get a notification in the bell and by email (depending on your company's notification settings), and a small number appears next to Support in the sidebar until you open the ticket.

To reproduce a problem, the Bilify team can open your company signed in as the person who reported it. The start and end of such a session are recorded in your company's activity log.

Reply#

1. Open the ticket.
2. Write in Write a reply... and attach files the same way as before.
3. Click Reply.

Replies cannot be edited or deleted once sent.

Mark it resolved#

When your problem is solved, click Mark resolved at the top of the ticket. A resolved or closed ticket no longer accepts replies and shows This ticket is closed. If the problem comes back, open a new ticket and mention the old subject.