If you have a question or run into an issue while using Mercury Books, start with Command. Command can help answer your question or connect you with our support team when you need additional assistance.
Getting help
- Open Command from the left-hand menu
- Describe your question or issue
- Follow the guidance Command provides
Command can answer many Mercury Books questions directly. If you need more help, you can connect with a support specialist. Our support team can assist with basic questions and, when needed, escalate your request to a team that specializes in the issue you're experiencing.
Getting a faster answer
When contacting support, include as much relevant detail as possible. Depending on the issue, this could include:
- The account name and whether it's a Mercury account, external account, or imported account
- The date or date range in question
- What you expected to happen and what you're seeing instead
- The exact wording of any error or banner
- What you've already tried
- The URL of the page where you're experiencing the issue
Including the page URL can be particularly helpful when troubleshooting. It may contain information about the filters, period, or entity you were viewing when you encountered the issue.
Tip: If a page is behaving unexpectedly, note the URL. Filters, the period you're viewing, and the entity you have open are all part of it, so the link reproduces exactly what you were looking at.
Things to check first
A few of the most common questions have quick answers:
- Transactions are missing. Usually your entry start date. See our Why some transactions are missing from Books article
- An integration isn't syncing. Usually an unfinished ledger mapping step, or a connection that needs reconnecting. Check the status on the Accounts page within Mercury Books.
- A balance doesn't match. See the troubleshooting section of our Reconciling accounts in Mercury Books article
- A permission error. Books needs the all accounts, accounting, invoice creation, and recipient management permissions. See our Sharing access to your books article
Things we handle for you
Some changes aren't self-serve. Contact us for:
- Changing your entry start date
- Changing your accounting basis
- Replacing your chart of accounts
- Correcting an opening balance after it's been set
- Adding a batch of GL accounts
- Getting matched with a bookkeeping firm after setup
What support can and can't advise on
We help with the product — how to do something, why Books behaved a certain way, and fixing what's broken. We don't give accounting or tax advice, so questions about which method to use, how a transaction should be categorized, or whether your books are correct go to a qualified accountant or bookkeeper.
See our What Mercury Books can and can't help with article.
Mercury is a fintech company, not an FDIC-insured bank. Banking services provided through Choice Financial Group and Column N.A., Members FDIC.
AI-generated responses and suggested actions may vary and are not guaranteed. Please review outputs before taking actions.