Getting help
Which of the four help routes to use, what to include so we can actually fix it, and which questions belong to your council rather than to us.
Pick the right route
| Question | Where to go |
|---|---|
| "Where is the button for X?" | The Assistant — instant, knows the click paths |
| "What does this feature do?" | These docs — start with browse by topic |
| "Something is broken / a number is wrong" | Support in the ManageStrata top bar |
| "Why was I charged this?" / "What did council decide?" | Your council or property manager |
We can't answer for your strata
ManageStrata support can fix the software, explain a feature, and investigate a figure that doesn't add up. We can't tell you why your fees went up, whether your bylaws allow a heat pump, or when your council will fix the elevator. Those are questions for the people running your building.
Contacting support
Support is in the ManageStrata top bar, beside the theme toggle and Sign out.
A report we can act on immediately includes:
What you were trying to do
"Bill June strata fees to every lot" — the goal, not just the click.
What you did, step by step
The click path, e.g. FinancesCharge all units, and what you entered.
What happened instead
The exact message if there was one. Copy the words rather than paraphrasing — "it didn't work" and "Amount must be greater than zero" send us to completely different places.
Which lot, invoice or meeting
Identifiers let us look at the exact record. "Lot 204's June invoice" is worth more than three paragraphs of description.
A screenshot, if you can
Especially for anything visual or where a total looks wrong.
Never send your password
Support will never ask for it, and we don't need it. We can investigate your corporation's records without signing in as you.
Before you write in
Two checks that resolve a good share of reports:
Reload the page. A stale tab left open overnight can show yesterday's numbers.
Check the plan. Some features are gated by plan, and the symptom of an unavailable feature is a missing button, not an error. See plans and billing.
More in troubleshooting.
If something looks financially wrong
Do not fix it by deleting things. ManageStrata is built so that corrections are posted beside the original entry rather than over it, and that property is what makes your ledger defensible to an owner later.
Read fixing mistakes first — it covers the common cases (payment on the wrong lot, a charge raised in error, a cheque that bounced) and which correction to use for each. If none of them fits, contact support before improvising.
Urgent problems
For anything blocking money or a statutory deadline — owners can't pay, meeting notice won't send, a compliance item looks wrong days before it's due — say so in the first line of your message. Include the deadline date.
Suggesting something
Feature requests are welcome through the same Support form. What helps most is the situation rather than the solution: "our bylaws split fees by two different entitlement schedules and I can't represent that" tells us far more than "add a second entitlement field".
Still stuck? Open Support in the top bar of the app, ask the Assistant, or contact us.