Getting Answers and Troubleshooting

Ask Alti how a feature works, or why an invoice or customer did not come through from your accounting or PSA system.

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Beyond your data, Alti can explain how Alternative Payments works and help you sort out integration hiccups, so you can get unstuck without leaving the dashboard.

How-to questions

Ask Alti how to do almost anything in Alternative Payments, and it will walk you through it:

• "How do I set up Auto-Pay for a customer?"
• "What does the scheduled status on a payment mean?"
• "How do I white-label my payment portal?"

Alti answers using the same help articles you are reading now, so you get accurate, up-to-date steps.

Troubleshooting your integrations

Connected an accounting system such as QuickBooks or Xero, or a PSA such as ConnectWise, Autotask or HaloPSA? Alti can help you figure out why something did not sync the way you expected:

• "Why wasn't invoice INV-2048 imported from QuickBooks?"
• "Is my ConnectWise invoice matched to its accounting copy?"
• "What integrations do I have connected, and when did they last sync?"

Note: Alti can see the status of records coming from your connected systems, so it can often tell you exactly what is holding an invoice or customer up.

When you need a person

If Alti cannot resolve something, ask it to get you help, for example "open a support ticket, I can't figure out why a payment failed." Alti creates a support ticket for you so our team can pick it up.

Tip: Alti will usually try to help you directly first, and open a ticket only when that is the best next step.

Next, learn how Alti can take actions for you.

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