What is this page about: How to get help in Light, including using the in-app AI assistant, reaching your finance team, contacting Light support, and what to do if something still isn't working.
Stuck on something? Help in Light is quick to reach. Most questions get an instant answer, and a person is only a step away when you need one.
On this page
- Ask Light first
- Ask your finance team
- Contact Light support
- What to include in your report
- Still having trouble?
- Related articles
Ask Light first
Start here. Most questions get an instant answer, with no waiting on anyone.
In Light: Open the "Ask Light…" assistant in the sidebar of app.light.inc and type your question for an instant AI-powered answer. It's the fastest way to resolve common questions about using Light.
In Slack or Microsoft Teams: If your company has connected Light to Slack or Microsoft Teams, mention @Light in any channel or direct message for the same instant AI-powered answers, without leaving your chat tool.
Ask your finance team
For company-specific questions Light can't answer, your finance or accounting team knows your setup best. They can usually help with:
- Company policy and approval workflows
- How expenses or transactions should be categorised
- Who owns a specific process or issue
- Your company's payment schedule
Check your internal directory or Slack to find the right contact.
Contact Light support
Our support team is ready to help. If the AI assistant can't resolve your issue, or something in Light isn't working as expected, get a person involved. You can reach us in Slack or Teams with @Light, through the "Ask Light…" assistant inside Light, or by email at help@light.inc.
Option 1: Ask the assistant to open a support ticket.
Both the in-app assistant and @Light in Slack or Teams can do this.
- Ask the assistant to create a support ticket.
- It drafts a subject, description, and priority (Low, Medium, or High).
- Confirm the draft.
- Light sends the ticket to the support team with your conversation attached, and gives you a ticket ID for reference. Support follows up directly.
Option 2: Email support.
Email help@light.inc and a support agent will respond. See Contacting Light Support for the full list of channels and what to expect.
What to include in your report
The more detail you give, the faster support can find the problem. Include:
- What you were trying to do: be specific ("uploading a receipt for an expense" rather than "upload isn't working")
- What happened: the error or unexpected behaviour
- Your email address: so support can find your account
- Screenshots or a screen recording: visuals speed up diagnosis
- Relevant links or URLs: the page or record you were on
- Browser and device: for example, "Chrome on Mac" or "Safari on iPhone"
- When it happened: date and time, and whether it's still occurring
Still having trouble?
If your finance team isn't reachable and support hasn't responded yet, try:
- Clearing your browser cache: resolves most stale-data issues
- Switching browsers: check if the issue is Chrome, Firefox, or Safari specific
- Checking your internet connection: an unstable connection can cause unexpected behaviour
- Logging out and back in: refreshes your session
Related articles
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