Report an unexpected change to the books
Stop, capture the exact scope, and send support the evidence needed to investigate a change no one on your team made.
Check The Ordinary Explanations First
When balances or transactions changed and nobody can account for it, capture the evidence before you change anything else.
Most unexpected activity has a source label. Open Fast Coding > Activity and look for Rule coded, Suggested, or Tally on the rows in question — see Review what posted and who posted it.
An active bank rule posts matching rows without anyone clicking, and posting any transaction creates a rule. That is the most common answer to "who posted this?" See How your bank rules get made and maintained.
If a source explains it, you have a rule to narrow rather than an incident to report.
Stop
If nothing explains it, stop. Do not post more rows in that company, do not create offsetting journal entries, and do not undo activity you have not yet identified. Corrections made before the scope is known make the original change harder to trace.
Capture The Scope
Collect, in this order:
- Company name.
- Account or register affected.
- Date range where the unexpected activity appears.
- How many transactions, and their amounts.
- What you expected the balance or rows to be.
- When you first noticed it.
Open the account register and note the entry numbers.
Send It To Support
Create a support ticket with that scope and a screenshot of the register or activity list showing the rows.
Never include bank credentials, full account numbers, one-time codes, API keys, or payment-card details in a ticket. Staff do not need them and cannot use them.
See Create a LedgerHQ support ticket for the path and where to read the reply.
While Support Reviews It
Keep working in other companies. In the affected company, leave the questioned range alone until staff respond.
If you can identify a rule as the cause with confidence, you may disable it to stop further postings — see Stop an overbroad bank rule — but leave the postings themselves in place so they can be examined.