AccountEdge
Internal Rep Website

AccountEdge Support Hub

One central launch point for support rep training guides, call workflows, troubleshooting references, setup guides, and integration documentation.

Hub version: v1.9 Live pages: 14 Search: guides, templates, and internal keywords
What’s New in AccountEdge

Latest AE update: 34.0.20.2

Current AccountEdge update notes for AccountEdge US and AccountEdge Canada (CA). Prior US build notes now live under Previous Updates.

Latest build
Release notes · PD Builds

34.0.20.2 Bugs Fixed

USCASupport-ready
  • Added Diagnostic Repair to remove the Sample File flag.
  • Improved the expired-product message when opening a file that is flagged like the sample file but is not actually the sample file.
  • Added Web Store Item to the View Items window search filter.
  • Added logging, warning messages, and improved item validation checks for deleted Shopify item order import failures.
  • Enhanced the web order import sequence; web order import should be retested.
  • Added Shopify order import logging to capture data exchange and improve traceability.
  • Retrieves the initialTimestamp before verifying subscription status.
  • Fixed overlapping Tax Inclusive text.
  • Fixed CA ETT handling so customers who previously used CA ETT have payroll history wages added.
  • Removed Network Edition debug logging that was causing slowness in the NE build.
  • Added an extra warning during initial item sync when Shopify items already exist because they may cause duplicates.
Previous Updates

June 16, 2026 · r34.0.19 + Previous Builds

USArchiveSupport-ready

Added a dedicated Previous Updates archive with the June 16, 2026 AccountEdge NE US r34.0.19 release note and earlier 34.x/33.x build summaries.

Open Previous Builds
Announcements

Team announcement board

Use this section for temporary support notices, outage notes, deployment reminders, policy changes, or anything reps should see before jumping into a guide.

Ready for updates
No active announcements yetAdd customer-impacting notices here as they come up.
Suggested useOutages, known issues, build reminders, support coverage notes, partner updates, or temporary scripts.
Keep it currentRemove stale notices once they are no longer useful for live support calls.
Busy Season Support

Busy-season triage, videos, and year-end forms

New in v1.9: the uploaded Busy Season Index is now split into live-call pages so reps can search by customer wording and jump to the right action fast.

Live

Busy Season Triage Index

Full issue matrix from the spreadsheet: customer wording, likely cause, and what the rep should do next.

SANFYW-2/T4/1099Company filesLock files
Open triage
Live

Year-End / Payroll Forms / Aatrix

Live guide for W-2/T4/1099 calls, FormsViewer problems, missing vendor code, blank forms, PFS registration, and tax-table routing.

AatrixFormsViewerPFSTax tables
Open guide
Live

How-To Video Library

Centralized videos for fiscal year, payroll year, W-2s, T4s, 1099s, FormsViewer, custom forms, and file searching.

ScreencastsYear EndMac/Windows
Open videos
Live

Finding Company Files

Focused guide for “I lost my data,” update path loss, .myo search, user.reg path lookup, Finder, Windows search, and backup reminders.

.myouser.regBackup
Open guide
Top Call Topics

Fast shortcuts for common live-call phrases

These shortcuts use the words reps and customers usually say on calls. They jump directly to the most likely guide area.

Print checksCheck printing setup, check forms, modules that can print checks, and customer questions around printed checks. Payroll tax tablesTax tables, employee withholding, payroll category setup, and first checks when payroll taxes look wrong. Bank rec out of balanceOut-of-balance reconciliation calls, statement balance issues, uncleared items, and prior-period breaks. Inventory value wrongQuantity on hand, current value, average cost, item history, adjustments, and value drift. Shopify duplicate itemsDuplicate items appearing in AE, product linking, SKU/title matching, ShopSync evidence, and escalation triggers. Bank Feeds not linkingPlaid/Bank Feeds placeholder page for hosted linking and future troubleshooting flow. Missing depositsDeposits that do not appear as expected, wrong bank account, grouped deposits, and reconciliation investigation. Employee card setupCustomer, vendor, and employee cards during setup; payroll-related employee card checks. Payroll tax escalationState tax proof, latest tax tables, example paycheck, company file, and AccountEdge.log requirements. Internal keywordsPTS, AED, AEC, AE, BS, BF, PFS, P&L, and other support shorthand.
Handling New Customers

New User Guide

Primary launch point for QB-to-AE onboarding, discovery, call flow, and training mode content.

Live

New User Guide

Main onboarding and discovery guide for customers moving from QuickBooks to AccountEdge. Includes scenarios, troubleshooting paths, Call Mode, and Training Mode.

QB to AEnew customerspayrollinventoryreportsbanking
Open guide
Troubleshooting Guides

Fast live-call troubleshooting

Direct standalone entry points for the most common support paths. These mirror content that also remains inside the New User Guide.

Live

Payroll

Taxes, pay liabilities, employee cards, payroll categories, YTD, reports, forms, and escalation.

payrolltax tablesemployee cardsliabilities
Open guide
Live

Inventory

Quantity on hand, current value, average cost, serials, locations, builds, and adjustments.

inventoryquantityaverage costserials
Open guide
Live

Bank Rec

Out of balance, missing deposits, wrong bank account, undo reconciliation, and report drift.

bank recout of balancedepositsundo rec
Open guide
Live

Installation & Updates

Install/update failures, missing DLLs, C++/Universal C Runtime, Mac install issues, registration loops, and visual/window issues.

InstallUpdateRegistration
Open guide
Live

Emailing from AccountEdge

MAPI, Outlook/Thunderbird, Apple Events/Finder permission errors, outbox errors, and Mac/Windows email setup triage.

MAPIApple EventsOutlook
Open guide
Live

Network / Multiuser Issues

Lock files, FileConnect browsing/update prompts, workstation access, host restarts, and one-user-at-a-time symptoms.

Lock filesFileConnectNE
Open guide
Setup Guides

Integrations and setup references

Setup-oriented guides for integrations, linked services, and connector workflows.

Live

Shopify

Internal rep guide for Shopify setup, ShopSync/AccountEdge concepts, windows, scenarios, and escalation handling.

ShopifyShopSyncordersitemscustomers
Open guide
Live

AE Connect

Setup routing plus 406 sync-error triage: update the AEC password in AED under Setup > AEC when the admin password changed.

AE Connect406 errorAED password
Open guide
Coming soon

Bank Feeds

Plaid linking, hosted Bank Feeds, common connection issues, and support escalation workflow.

bank feedsPlaidhosted linking
Coming soon
Coming soon

Square

Placeholder for Square setup and integration training.

Squaresetuppayments
Coming soon
Reference Tools

Templates, keywords, and internal support shortcuts

Fast reference pages for escalation handoffs and internal shorthand used in support chats, cases, and guides.

Live

Escalation Templates

Copy-ready escalation formats for AE crashes, hosted issues, Bank Feeds, PDF/print crashes, Forte, Payroll Forms, and Payroll Taxes.

PDApps4RentPlaidAatrixForte
Open templates
Live

Keyword Index

Internal abbreviation index for support shorthand: PTS, AED, AEC, AE, BS, BF, PFS, P&L, and more as they are added.

PTSAEDAECBFPFSP&L
Open index
Training Coming Soon

Future training modules

Reserved area for upcoming rep training content. Payroll Forms / Aatrix moved out of placeholder status and is now live under Busy Season Support.

Reserved

Future modules

New training modules can be added here when the next topic is ready.

Placeholder