your Atlassian site address, e.g. yourcompany.atlassian.net;
what you were doing, and what you expected to happen;
any error message, and a screenshot if possible.
Never send passwords or API tokens. We will never ask for them.
Response times
Type
First response
App unavailable or data looks wrong
Within 8 business hours
Something isn't working as described
Within 1 business day
Questions and feature requests
Within 2 business days
Business hours are Monday to Friday, 08:00-17:00 Central Africa Time (UTC+2), excluding Zimbabwean public holidays.
Before you write
The app won't load. The app runs on Atlassian's platform, so check status.atlassian.com first.
"You don't have access to billing". Only Jira admins and the billing users an admin has chosen can use the app. Ask a Jira admin to add you under Apps → Manage apps → Native Billing Export.
A worklog is missing from the preview. Check the warnings above the preview. The usual causes: the issue's project isn't mapped to a client, the worklog has no rate, it was already invoiced on a finalised run, or you can't see that issue in Jira.
The amount is a few cents off what I expected. Hours are printed to two decimals and the amount is that quantity times the rate, so that Xero, QuickBooks and Sage arrive at the same figure on import. Turn on 6-, 15- or 30-minute rounding for exact fractions. See the product page.
QuickBooks won't import the file. If sales tax is set up in your QuickBooks account, Intuit does not allow invoice import by file. Use the generic CSV with a third-party importer, or enter the invoices from the printable summary.
The Sage file doesn't match my template. The Sage layout is labelled unverified. Send us a copy of your Sage import template and we will match it.
Preview, finalise and void are greyed out. The app's licence may be inactive; ask a Jira admin to check it. Settings and history stay readable.
Security issues
Please report security concerns to support@resiliatech.com with "Security" in the subject. We acknowledge reports within 2 business days.
Documentation
See the product page for getting started, how it works and the limits.