Most issues come down to one of two things: a sync delay, or a question that could be phrased more specifically. Here's how to tell which it is and what to do.
A report doesn't match what you see in AccountEdge
Check the sync timing. Projects reflect your data as of the last completed sync, not the moment you ask. If you just made changes in AccountEdge, wait for the next scheduled sync — the AI tab in AccountEdge shows when it's due — or click Sync AccountEdge AI on the AI tab to send your latest changes now.
Check the date range. A question like "Show me revenue for this quarter" uses the current calendar quarter — make sure that matches the period you're comparing against in AccountEdge.
Check what's included. "Show me total sales" might include or exclude certain transaction types depending on how your data is categorized. Try a more specific question — "Show me total sales invoices for July 2026" — and compare that against the same report in AccountEdge.
Fix it at the source. A wrong-looking amount is usually a recording issue in AccountEdge, not a calculation issue. Fix the transaction in AccountEdge, sync, and regenerate the project.
Data isn't syncing or reports seem out of date
Check the last sync time. In AccountEdge, the AI tab shows when your data last synced. If it's recent, the sync is working — your latest changes may just need a moment to show up.
Run a Force Sync. In AccountEdge, go to the AI tab > Manage AccountEdge AI > Advanced > Force Sync Now. This replaces all your AccountEdge AI data with your current AccountEdge data. Use it if you notice errors or if your data looks out of date after a recent sync.
Check the sync log. On the AI tab, click Manage AccountEdge AI, then select Open Log. Each sync creates a new log file with details about what happened. Share this log when you contact support.
Large files and first syncs. If you have a large company file, the initial sync can take longer than expected. If you open AccountEdge AI too early, you'll see Initial sync is still in process — that clears on its own once ingestion finishes.
If none of that helps
Contact the AccountEdge support team. AccountEdge Support Options at a Glance has every way to reach them.