Help Center / Troubleshooting

Getting help

Something's not working, or you have a question about Light? Here's how to get answers.

Contact your finance team first

Your company's finance or accounting team knows your setup best. They can often answer questions about:

  • Company policy and approval workflows
  • How expenses should be categorized
  • Who to contact for specific issues
  • Your company's payment schedule or other processes

Check your internal directory or Slack to find who to reach out to. They're usually happy to help.

Get instant answers

In-app chat (AI-powered)

Look for the help icon in the bottom right corner of app.light.inc. You can type your question and get an instant AI-powered answer. This is the fastest way to find help with common questions about using Light.

@light in Slack or Microsoft Teams

If your company has connected Light to Slack or Microsoft Teams, you can mention @light in any channel or direct message to get instant AI-powered answers — without leaving your communication tool.

Contact Light support

If you need help from a person — for example, something isn't working and the AI answers aren't solving it — you can ask the AI assistant to create a support ticket, or email the Light support team.

Ask the AI assistant to create a support ticket

The in-app assistant — and @light in Slack or Microsoft Teams — can create a support ticket for you. It drafts the ticket (subject, description, and priority: Low, Medium, or High) and asks you to confirm before submitting. Once you confirm, the ticket is sent to the Light support team with a summary of your conversation attached, and you receive the ticket number. The support team will follow up with you directly.

Email support

Email: help@light.inc

A support agent will respond to your request.

What to include in your report

When you contact Light support, help us help you faster by including:

  • What you were trying to do — Be specific ("I tried to upload a receipt for an expense" instead of "upload isn't working")
  • What happened — Describe the error or unexpected behavior
  • Your email address — So we can look up your account
  • Screenshots — If possible, a screenshot of the issue is super helpful
  • Browser and device — What device and browser are you using? (e.g., "Chrome on Mac" or "Safari on iPhone")
  • When it happened — Date and time, and whether it's still happening

The more detail you give, the faster we can track down the problem.

Still having trouble?

If you can't reach your finance team and support is taking longer than expected, try:

  • Clearing your cache — Sometimes Light works better after a fresh start
  • Using a different browser — See if the issue happens in Chrome, Firefox, Safari, etc.
  • Checking your internet connection — A slow or unstable connection can cause weird behavior
  • Logging out and back in — A fresh session often clears things up

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