Any officer
Ask us for help, and follow the answer
Open a conversation from inside the app, get a reference you can quote, and read the reply in the same place rather than in somebody's personal inbox.
When you are done
Your question is recorded against your organization with a reference, and the answer comes back on the same thread where the next treasurer can still read it.
Open a conversation
Open Help in the left sidebar.
Write What it is about, in a few words.
This is the subject. "Reconcile will not lock and I cannot see why" is a good one. PTO HQ refuses a blank: "Give it a subject — a few words about what you are stuck on."
Write What happened: what you did, what you saw, and what you expected instead.
Exact figures help more than anything else. A difference of $340.00 against a statement of $4,522.55 can be answered; "it does not balance" needs a reply asking for those two numbers first.
Send it, and note the reference.
It reads like PTO-4417 — short enough to say out loud on the phone.
Follow the reply on the same thread
Open the conversation from the Help page to read the answer.
Add to the conversation to reply.
PTO HQ refuses an empty one: "Write your reply first."
| State | What it means |
|---|---|
| Open | You have written and we have not answered yet |
| Waiting | We have answered and the conversation is with you |
| Closed | It is finished. It stays readable |
Start a new conversation when one runs long
A thread that has gone on long enough is closed to new replies: "This conversation has run long. Start a new one and mention this reference."
Open a new conversation and quote the old reference in the first line.
Read the docs first for the things that are already written down
- A reconciliation that will not lock is nearly always a statement line with no transaction behind it. See the guide on reconciling an account.
- A control you cannot find is usually a permission. See the guide on changing what a role can do.
- A refusal message you can read is worth searching for on this site: every one of them is in the If it did not work table of the guide it belongs to.
How to check it worked
- The conversation appears on the Help page with its reference and a state of Open.
- It is visible to the other officers on your board, so somebody else can pick it up.
If it did not work
| What you see | What it means | What to do |
|---|---|---|
| "Give it a subject — a few words about what you are stuck on." | The subject box is empty. | Write what the problem is about, not what you want done. The subject is what makes the thread findable later. |
| "Tell us what happened, and what you expected instead." | The body is empty. | Write the three things: what you did, what you saw, what you expected. Include exact figures and any refusal message word for word. |
| "This conversation has run long. Start a new one and mention this reference." | The thread has reached the length PTO HQ keeps on one conversation. | Open a new one and put the old reference in the first line so the two read together. |
| "That conversation isn't yours." | The reference belongs to another organization. | Check the reference. If you hold accounts on two boards, sign in to the one the conversation belongs to. |