Support Resources and Policies

Always free support via our support forum at Transaction Pro forum
How to tutorials at the Transaction Pro blog.


Support requests are handled during normal business hours, 9:00am to 5:00pm EST (GMT -5 hrs). We are closed weekends and on US Federal Holidays.

Frequently Asked Questions (FAQ's) 


  • Did you purchase one of our products and didn't receive an email from us with download and registration instructions?
    CLICK HERE TO RETRIEVE IT FROM THE WEB.
     
  • Free Web Based Support - Visit our SUPPORT FORUM
    Please note our support forum is always free to view and post your questions. The majority of your questions are probably addressed in the FAQ sections of the forum. You can access the forum at www.transactionpro.com/forum. We do our best to try to answer your questions quickly, so you can get your job done.
     
  • Installable Products - Email Support - Included for 30 Days from activation
    If you prefer not to post your question to the online support forum and are within 30 days of your activation date, you may alternately send your question to support@transactionpro.com. Please include the following when sending your email:

    1. Product name
    2. QuickBooks Country, version and year (e.g. US 2014 Premier)
    3. File you are trying to import (if using Transaction Pro Importer)
    4. Map file which has an extension of dat and its location is indicated at the top of the Transaction Pro mapping screen in red (if using Transaction Pro Importer)
    5.  Settings.txt file which is located in c:\my documents\01 Transaction Pro Importer 5.0 (for desktop versions of QuickBooks)
    6. Screen shots of any error messages that you are receiving (How to capture a screen in Windows)
     
  • Subscription Products - Email Support - Included as long as your subscription is active
    If you prefer not to post your question to the online support forum you may alternately send your question to support@transactionpro.com. Please include the following when sending your email:

    1. QuickBooks Online Country
    2. Company file id - numerical code found under QuickBooks Online, My Account (we need this to access your map file in our database)
    3. Import file
    4. Import type (example Invoice, Check, Bill, etc.)
    5. XML troubleshooting log. Before importing click options and turn on the troubleshooting log. After import check the box on the import log screen, copy and paste the XML code.
    6. Screen shots of any error messages that you are receiving (How to capture a screen in Windows)
     
  • Phone Support - NOTE THERE IS NO FREE PHONE SUPPORT.
    YOU MUST EITHER EMAIL SUPPORT IF WITHIN 30 DAYS OF ACTIVATION OR USE THE SUPPORT FORUM LINK BELOW. IF YOU WANT TO PURCHASE PHONE SUPPORT GO HERE AND PURCHASE A SUPPORT INCIDENT. YOU WILL BE CONTACTED DURING NORMAL BUSINESS HOURS FOR A TIME IN WHICH WE WILL CALL YOU AND LOGIN TO YOUR COMPUTER IF NECESSARY.

     
  • Training videos for our products can be found on our YouTube channel here: http://www.youtube.com/baystateconsulting
     
  • Useful Tips for using our products can be found on our blog here: http://blog.transactionpro.com/
     
  • Product Licensing Related Issues

    If you received a new computer
    you can transfer the license from your old computer to your new computer following the instructions in the help file under product activation/activate a different computer.

    If you are receiving error messages related to activation first try deactivating the current computer and then activating it again. Often times registry cleaners will wipe out the product activation from your computer. See the help file under product activation/activate a different computer. Otherwise please send an email to support@transactionpro.com with the following information:

    1. Email address used to purchase the product
    2. Product purchased
    3. A description of any hardware or software changes made to this computer since you last used the product.
     
  • PLEASE READ: While we try our best to answer your question quickly (often within hours), please respect the fact that it may take up to 48 hours to respond to your support questions posted to the forum and sent to us via email. If you have a critical situation that needs immediate attention, you need to purchase a Premium (Paid) support incident. See details below.

    Please note: Standard (Free) support is only available via the online support forum and via email (if within 30 days of purchase) If you need phone support, you must purchase a support incident below.
     
  • Premium Support - Paid Phone Support (per incident)
    Premium support is charged per incident. The minimum charge is $125 per incident. Before receiving support you must first purchase a support incident by clicking the button below. After confirmation of purchase a tech will contact you via email for your phone number and contact information.

    Purchase a premium phone support incident ($150.00) by clicking the Buy Now button below

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