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Lotus365 Support

Need help with your account, uploaded records, or AI bookkeeping results? Email us at [email protected]. This page explains how to get help and what information to include so we can understand your enquiry.

Email Support

Account and sign-in help

If you cannot sign in, are having trouble accessing your account, or need help with account details, email us with:

  • The email address used to register.
  • A short description of the problem.
  • Any error message displayed.
  • Your browser or device type, where relevant.

We may need to verify your identity before helping with access or account changes. Please do not send passwords or one-time verification codes.

Help with spreadsheet uploads

Clear, consistent records make the results easier to review. Before uploading:

  • Check that dates, descriptions, and amounts are readable.
  • Keep currency and date formats consistent where possible.
  • Make sure you are submitting the intended business records.
  • Keep an unchanged copy of your original spreadsheet.

If an upload fails, tell us the file type, approximate size, and the error you receive. You do not need to send the entire financial file with your first enquiry.

Help with receipt and bill images

For clearer document images:

  • Capture the full receipt or bill, including its edges.
  • Keep the document flat and the camera steady.
  • Use enough light to make the text readable.
  • Avoid glare, heavy shadows, and blurred images.

If information is missing or misread, check the original image and describe the affected field when contacting support.

Questions about AI results

AI can misread documents, omit information, or produce incorrect amounts, dates, descriptions, or classifications. Review results against your original records before use. To report a problem, explain:

  • Which result appears incorrect.
  • What you expected based on the original record.
  • Whether the source was a spreadsheet or an image.
  • Any relevant error message or screenshot.

Share only the information needed to explain the issue, and redact unrelated personal or financial details. Support helps with software use and technical questions; professional accounting, auditing, and tax advice should come from a qualified adviser.

Processing times & 365-day periods

Timing and how periods are counted

My upload is taking longer than expected

The “60 seconds” in the Lotus365 concept describes approximate AI processing time after upload. Actual time may vary with the records submitted, file quality, connectivity, and technical conditions.

If processing appears stuck, contact us with the approximate submission time, file type, and any message shown.

How is a 365-day period counted?

A Lotus365 bookkeeping period contains exactly 365 consecutive days. Your selected start date is day one, and the closing date is the start date plus 364 days.

This period describes the records being processed. It is separate from your subscription billing period.

Billing & subscriptions

Billing, subscriptions, and cancellation

Email [email protected] for questions about:

  • Subscription charges or invoices.
  • Trial access and renewal information.
  • Subscription cancellation.
  • Refund requests.
  • Plan allowances or billing discrepancies.

Include your account email, the relevant charge date and amount, and an invoice or payment reference if available. Do not send full payment-card details.

Cancellation and refund eligibility are explained in our Cancellation and Refund Policy and applicable subscription terms.

Privacy & data

Privacy and data requests

You can email us to request help with access to, correction of, or deletion of your information.

Describe the request and the account involved. We may need to verify your identity or authority before acting. Where another business controls the relevant records, your request may need to be handled with that business.

See our Privacy Policy for information about processing, retention, deletion, and applicable privacy rights.

Subscription cancellation, account closure, and data deletion are separate requests unless the relevant process expressly combines them.

Contact

Contact Lotus365 support

Email: [email protected]

For a clear enquiry, include your account email, a brief description, and any relevant error message. If you follow up, keep related messages in the same email thread.

You can also visit our Contact page or read our FAQs.

Email [email protected]