Template Setup & Excel Help
Send clearer support requests by including the template name, order email, device, Excel version, screenshots, and a short description of the issue.
Best for: customers who need help with a download, template setup, formula question, or formatting issue.
Important: Support can help with template usage and technical questions. Tax, payroll, legal, accounting, and financial decisions should be reviewed by qualified professionals.
Include these details
- Template name.
- Order email or order number if available.
- Device type: Windows, Mac, Chromebook, tablet, or phone.
- App used: desktop Excel, Excel online, Google Sheets, Numbers, or another tool.
- Screenshot of the issue with sensitive information hidden if possible.
- The step you were trying to complete.
- What you expected to happen and what happened instead.
Good support message example
Subject: Help with Monthly Budget Dashboard totals Template: Personal Monthly Budget Template App: Desktop Excel on Windows Issue: Dashboard total expenses do not update after I enter spending. What I tried: Saved a new copy and checked the input tab. Attached: Screenshot with personal details hidden.
When not to include sensitive information
If the issue is visual, formula-related, or download-related, you usually do not need to send tax IDs, Social Security numbers, full payroll details, dependent details, or complete bank records. Send the smallest amount of information needed to show the issue.
FAQ
Can support give tax advice?
No. Support can explain the template. A qualified professional should answer tax or compliance questions.
Should I send the workbook?
Only if needed. A screenshot may be enough for formatting or navigation issues.
What if I cannot find my order email?
Send the email address you likely used and the template name.
Can support fix formulas I changed?
Support can guide you, but heavy custom edits may require restoring from a backup or custom work.
How do I protect private data in screenshots?
Crop the screenshot or blur names, addresses, account numbers, and sensitive amounts if they are not needed.
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