Support
Last updated: August 10, 2026
Before You Contact Us
Many questions resolve in under a minute with our self-service resources:
- Frequently Asked Questions — covers setup, bank connections, reports, and licensing
- Sandy, the in-app assistant — plain-English answers to 200+ bookkeeping and product questions, a glossary, and guided actions, built into the software
If none of those answer your question, we're glad to help.
Response Times
| Issue Type |
First Response |
Typical Resolution |
| Urgent (see below) |
Same business day |
1–2 business days |
| Standard |
2 business days |
3–5 business days |
| Feature requests |
2 business days |
Logged to roadmap; no commitment |
Business days are Monday through Thursday, 9:00 AM – 5:00 PM Eastern Time. Messages received outside those hours are acknowledged on the next business day. First-response times are commitments; resolution times are typical, not guaranteed — complex issues can take longer, and we'll keep you updated while we work them.
Urgent issues are limited to situations that require same-day attention to prevent harm or loss: inaccessible company files, suspected data loss, a license-activation failure locking you out of software you paid for, or duplicate charges. Please include the word URGENT in your subject line if any of these apply.
Tax-Season Response Times (March 1 – April 20)
During US tax season, data-integrity and license-activation issues continue to receive same-day attention. General usage and feature-request inquiries may take up to three business days to receive a first response while we prioritize the issues that matter most during filing.
What We Support
- Product installation, activation, and licensing
- Bug reports with reproduction steps
- Data import from CSV, Excel, OFX, QFX, and QBO statement files, and QuickBooks migration via CSV exports
- SimpleFIN bank feed setup and sync issues
- Report generation (Profit & Loss, Balance Sheet, Trial Balance, General Ledger, Cash Flow)
- How-to and feature-discovery questions
- macOS compatibility (current major version and one prior)
What We Don't Do
So you know where to find better help:
- Tax advice and filing. We build the bookkeeping tool, not the tax return. Consult a CPA or enrolled agent for anything tax-related.
- Bookkeeping services. You keep your own books with our software. We don't enter transactions or reconcile accounts on your behalf.
- IRS-compliance guarantees. Our categorization suggestions are assistive; the final review of your books is your responsibility.
- Custom development. Feature requests are logged to our roadmap. Individual customizations are handled as a separate Customization engagement.
- Unsupported macOS versions. Jailbroken, modified, or end-of-life macOS installations are outside scope.
Working with Your Bookkeeper
shorestack Books keeps your books in a single company file on your Mac, which makes working with an outside bookkeeper the same rhythm QuickBooks Desktop users know from portable company files: one file, one person editing at a time, passed whole.
- Send your books. In the app, choose File → Backup Company… (⌘B) and save a copy of your company file. Send that
.db file to your bookkeeper however you normally exchange files — email, AirDrop, or a shared folder.
- Stop entering transactions. While your file is out, treat your copy as read-only. The copy your bookkeeper returns will replace yours, so anything you enter in the meantime will be lost — two separately edited copies cannot be merged.
- Your bookkeeper works in their copy. They open the file you sent with File → Open Company… in shorestack Books on their own Mac (Apple Silicon, with their own license). When they're done, they send the file back the same way.
- Bring the finished books home. Choose File → Restore Backup… and select the returned file. The app saves a safety copy of your current file first (next to your company file, ending in
.bak), then the returned copy becomes your live books.
Before a hand-off, make sure you are both running the current version of the app (Help → Check for Updates…) — an older version may not open a file written by a newer one.
Contact
Email: contact@shorestack.io
Hours: Monday–Thursday, 9:00 AM – 5:00 PM ET
Operated by: Days Management LLC