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Three things go wrong often enough to have a page: signing in, figures that look out of date, and reading a document. Start here, and if none of it fits, write to us.

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Check this first

Is it us?

status.myclerkbook.com carries uptime and incident history. If something is down, it is stated there before it is answered by email.

Reload the page

Every screen is drawn from your records rather than from a live feed, so a reload always gets you the current figures.

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Signing in

Check which method you used. myClerkBook offers email and password, username and password, and Google. The sign-in page is the authority on what is available, and it shows every method you can use at the moment you use it.
1

The password is not being accepted

Use Forgot password on the sign-in page. A reset code is emailed to you from accounts@myclerkbook.com. If it has not arrived in a few minutes, check the spam folder for that address specifically.
2

The account is locked

Repeated failed attempts lock an account, and you are emailed when that happens. Reset the password rather than trying again, or write to help@myclerkbook.com.
3

You were emailed about a sign-in from a new device

That is a notice, not a block. If it was you, nothing needs doing. If it was not, change your password immediately and tell us.
4

You signed in and landed on the plan page

That is correct behavior, not a failure. A plan or the Premium trial is what opens the app, and the choice comes straight after sign-up rather than during it.
Signing in takes you to the book you used most recently, not to a list. If you expected a different book, use the book switcher rather than signing out and back in.

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A figure looks stale

Screens update themselves while you have them open. When that live connection drops, three things happen in order, and none of them silently leaves you looking at old numbers.
  1. It reconnects, waiting a little longer between each attempt, and refetches when it comes back, because a connection that was down missed things.
  2. After repeated failures it falls back to checking every minute.
  3. It stops presenting itself as live. A screen that has stopped updating says so, because visible staleness is honest and invisible staleness is not.
Reload if you are unsure. Every screen renders your current records from the record itself, so a reload is always accurate whatever the live connection is doing. If a figure is still wrong after a reload, that is a real discrepancy and worth telling us about.
If the total on a screen looks wrong rather than merely old, do not correct it by hand. Send us the book name and what you expected, and leave the entries alone so the discrepancy is still there to look at.

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A document will not read

Three causes, in the order they happen most often.
1

The format is not supported

TIFF and HEIC or HEIF are refused, and a file over 10MB is refused. Save or export the file as JPEG, PNG or PDF first, which most phones will do on share. See Parsing for the formats that read.
2

Your parsing credits are used

Each entry returned for your review uses one parsing credit, and your credits renew with your billing month. The Parsing screen states what is left and when it renews, and the Plans compared page carries the allowance for your plan.
3

The file itself is unreadable

A blurred photograph or a truncated export can defeat any reader. If the fields come back wrong or empty, dismiss the document and try a clearer copy, or record that entry by hand.
If none of that fits, write to us with the file’s format and what you expected it to say.

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Still stuck

Next: contact support

Where to write, what to include, and which address handles privacy and rights requests.