Getting Answers and Troubleshooting

Get a real answer before you ever open a ticket. Alti runs live checks on your setup, tells you exactly what's wrong, and gets you a person when you need one.

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Live checks, not guesses

Ask Alti what's broken and it checks your setup right now, not from memory.

Problem	Ask Alti	What you get
Billing link	"Why isn't my billing link working?"	Whether your portal is live or in setup mode, whether your custom domain is verified, and whether the link resolves and loads securely, with the next step to fix it
Custom email domain	"Why aren't emails sending from my domain?"	Which DNS records are missing, with the exact name, type, and value to add
Integrations	"Why wasn't invoice INV-2048 imported from QuickBooks?"	What is holding up the invoice or customer in your accounting or PSA system, and when it last synced

Works with QuickBooks, Xero, ConnectWise, Autotask, HaloPSA, and your other connected systems.

Alti explains, you fix. Alti reads your setup but never changes your DNS, portal, or integration settings. Until your email records pass, emails keep sending from [e-mail], and DNS changes can take up to 72 hours.

About billing link checks. Alti checks whether your link loads. If the page opens but customers can't sign in, that is a different problem, so ask Alti to open a ticket. Your payment portal is turned on by our team when you go live. There is no setting for it in your dashboard.

Ask how anything works

Alti answers from the same help articles you are reading now, so the steps are accurate and current.

• "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?"

Answer in a tap

When a request could mean a few things, Alti asks back with a short list of options. Click one, or type your own answer.

Get a person, fast

1

Ask for help

Tell Alti what's wrong, for example "open a support ticket, I can't figure out why a payment failed."

2

Approve the ticket

Alti shows the ticket with the subject and details. Approve it, and it goes straight to our team.

Prefer a call? Ask for a callback when you open the ticket. Callbacks may take 2 to 4 hours.

Next, learn how Alti can take actions for you.

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