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Getting help

Telling Tovari something is wrong

Section titled “Telling Tovari something is wrong”

Reporting a problem sends a message straight to the people who build Tovari, with enough context attached that they can usually work out what happened without a back-and-forth.

You do not need to find an email address or open a support site. Open the help button in Tovari and report it from there. On a PC or Mac, and in a phone browser, that button sits in the bottom-right corner of the screen, labelled Ask Tovari on a computer. In the Tovari mobile app it is the help control in the header at the top of the screen, on Dashboard, Accounts, a register, Budget, Bills and Reports — tap it and choose Ask about this screen. See Help chat for what else that panel does.

Reporting works the same way in all three, and everything you send reaches the same place.

Reporting it in the chat

Section titled “Reporting it in the chat”

The quickest way is to just say what happened. If you tell the assistant what you were doing, what you expected and what happened instead, it can write the report for you. It may ask one or two follow-up questions first if it needs more detail.

Once it has enough, it shows you the draft: the kind (bug, suggestion, or question), a summary, and a description, exactly as it would be filed. You can edit any of it before sending. Nothing is filed until you choose File it — the assistant never sends a report on your behalf, and Cancel discards the draft without sending anything. As with the form, your current screen, the browser or device you are using, and the app version are attached automatically, so you never need to describe those yourself.

If the assistant is unavailable, filing still works — the panel falls back to the same plain form described below. You can also switch to that form yourself at any time with Report a problem instead.

What you send

Section titled “What you send”

The form asks for two things:

  • Summary — a short line describing the issue. Up to 200 characters.
  • Description — the detail: what you did, what you expected, what happened instead. Up to 5,000 characters.

You also choose what kind of report it is:

Kind Use it for
Bug Something is broken or behaving wrongly.
Suggestion Something works, but it could be better.
Question You want to know how something is meant to work.

The kind matters for what happens afterwards, so it is worth picking honestly rather than filing everything as a bug.

Be specific about the money, not with the money

Section titled “Be specific about the money, not with the money”

The most useful reports name the screen, what you were doing, and what you expected instead. You do not need to include account numbers or balances — Tovari’s team can already see your account when they investigate, and a report is not the place to type sensitive details.

What happens next

Section titled “What happens next”

You get an acknowledgement by email, so you know it arrived rather than wondering:

Thanks for letting us know — your report is filed and the team can see it.

For a bug or a suggestion, you get a second email when it is fixed and live — not when someone starts on it, and not when it merges, but when the change is actually running in Tovari:

This is now fixed and live in Tovari.

A question does not get that second email, because a question is not something a release makes true. If you asked a question, watch for a reply instead.

Either email can be replied to directly, and the reply reaches support. If something is still happening after you were told it was fixed, replying to that message is the fastest way to reopen it.

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