Getting help
Help in the sidebar, what to include in a report, and where replies arrive.
Support lives inside OptiVida. There is no address to find and no form on another site.
Where Help is
Help, at the foot of the sidebar on every page once you are signed in. It opens your queries and lets you raise a new one. The account menu (your name or avatar) and the search box (Ctrl K) open the same panel. On a narrow screen, open the sidebar with the menu button first.
Note
It only exists behind sign-in, so if you are reading this signed out, sign in first; Help is not on the documentation.
Raising a query
Open Help and Support
Choose a type
A question, or reporting an issue.
Write a subject and a message
Both are needed before it will send.
Send
You see Query sent. We'll reply here.
Replies arrive in the same place
Not by email. The reply appears in the same thread, in the Help panel, and the query is marked unread in your list.
Replying to a reply reopens the query, so a conversation continues in one thread rather than fragmenting across several.
What makes a query quick to answer
- What you were doing
The client, the report and the step. "Generating a CMA for FY 2025-26" beats "the report".
- What you saw
The message on screen, word for word if you can.
- What you expected instead
- Whether it has happened before
Once, or every time?
For anything involving Tally
Attach the Connector's log. It records each time the Connector talks to Tally or to OptiVida, and it usually settles in seconds a question that would otherwise take several exchanges.
Open the Connector
From the notification area.
Go to Logs
Save the log file
Attach it to your query
Tip
Nothing in the log leaves your machine unless you export it yourself. See Settings and staying up to date.
Before you ask
Many questions have a page here already — the troubleshooting section covers the nine things that actually go wrong. The search in the header takes the exact error message from your screen.
Last updated 25 Sept 2026
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