Support

Email

support@atesensoftware.com

Response time

Within 2 business days, Monday to Friday, Türkiye time (UTC+3).

Channels

Email only. There is no phone line and no live chat.

• Your organisation name, exactly as it appears in your list of organisations.
• The Job ID, shown at the top of every job page. It is the fastest way for us to find what happened.
• What you expected, and what you saw instead.

Never send passwords, access tokens, or the contents of a session cookie. We never ask for them, and we do not need them to help you.

Open the job page and press Resume. The run picks up at the exact step it stopped at. Documents that were already finished are not touched a second time, and a document that failed before the original was voided has already been rolled back — its original is untouched.

If a document is marked Needs attention, the original was already voided when the run stopped. Resume finishes the remaining steps for it. If Resume does not clear it, email us the Job ID.

• Skipped: a payment is applied. Remove the payment in Xero first.
  A payment is sitting against the invoice or bill.
• Skipped: the document is dated inside a locked period.
  The document date falls on or before a lock date.
• Skipped: the contact is archived, and Xero will neither copy nor void a document for an archived contact.
  The customer or supplier has been archived, so Xero will not change their documents.
• Paused: held back until tomorrow — today's Xero call budget is nearly used up.
  The daily API call budget for that organisation is nearly used up.
• Reconnect needed — your Xero connection expired. Click Reconnect.
  The stored connection expired or was revoked; sign in again.

If you think a document was changed that should not have been, email us straight away with the organisation name and the Job ID and say so in the subject line. We treat that as the highest severity: job processing can be switched off the same day while we look, and you will hear back within 24 hours.

Download the CSV backup and the job results first if you can — they are the fastest evidence of what the state was before and after.

Email us from the address on your account and ask for deletion. We delete your account, connections and job logs within 30 days. Disconnecting an organisation deletes its stored access tokens immediately, on its own.

What we hold and for how long is set out in the privacy policy.

Cancellations, receipts, a different billing name on the invoice, or a refund of an unused Clean-up Pass: email us with the organisation name. The rules are on the pricing page and in the terms of service.