Skip to content

How do I get help in the app?

Step 1. Click the Chat button in the top-right corner of any page, next to the notification bell. After you've used it once, the button becomes a speech-bubble icon — hover over it and it says Support chat.

Used to the old bottom-right chat bubble? A one-time note — "Looking for chat? It's moved to the top — but I'm right here." — appears in the old spot for existing users, and clicking it opens the same panel.

Step 2. Type your question and press Enter. The panel opens with our AI assistant, which can answer questions about using myaccountant — where a feature lives, how to complete a task, or what something on screen means. If you had a conversation going earlier, the panel picks it up where you left off.

Step 3. Attach a screenshot if it helps — click the paperclip and choose an image (up to 10 MB).

Talking to a human

Click Talk to a human below the conversation. When the support team is online, a team member joins the same chat window — click End chat with human to go back to the assistant, or Back to AI assistant if you change your mind while waiting. Outside support hours you'll see "Our team is offline right now — keep chatting with the assistant or raise a ticket."

Raising a support ticket

Click Raise a ticket (available any time) to open the Submit Support Ticket form. Enter a subject, add a description if you like, and click Submit Ticket. You'll get a ticket reference, and the confirmation links to your Support Tickets page, where each ticket shows its status — Open, In Progress, Resolved or Closed — and the resolution once it's sorted.

Message allowance

The assistant has a monthly message allowance, shown in small text under the message box. If you reach it, you'll see "Monthly limit reached" and the counter resets the next month — you can still talk to a human or raise a ticket in the meantime.

This help centre

For step-by-step guides like this one, browse or search this help centre at help.myaccountant.com.au — every module of the app is covered.

Share X LinkedIn Email

Did this answer your question?