Support

We aim to respond to all support requests within one business day, Monday through Friday.

Contact us

support@cairntrail.com

Email is the fastest way to reach us. We read every message.

What to include in your message

A few details help us help you faster:

  • The Cairn app you are using (Statements, Books, Returns, etc.)
  • Your firm name
  • The email address associated with your account
  • A clear description of the issue, including what you expected to happen and what actually happened
  • Screenshots or a brief screen recording when relevant
  • The approximate time the issue occurred (so we can correlate with logs)

Do not include passwords, payment card numbers, social security numbers, or other sensitive credentials in your message. We will never ask for your password.

Response times

We aim to respond to all support requests within one business day, and most issues are resolved within two. If your message is urgent, including an active security concern, data loss, or a sync failure affecting a deadline, say so in the subject line and we will prioritize accordingly.

Business hours are Monday through Friday, 9:00 AM to 5:00 PM Eastern Time, excluding U.S. federal holidays. Messages received outside business hours are answered on the next business day.

What we can help with

  • Product issues: bugs, unexpected behavior, error messages, and sync failures
  • Account access: login problems, password resets (handled through Auth0), and firm membership questions
  • Billing and subscriptions: invoices, plan changes, and cancellations
  • QuickBooks integration: connection issues, sync errors, OAuth troubleshooting, and QuickBooks Web Connector setup
  • Data export: exporting your firm's data or transferring it to another system
  • Privacy and data requests: access, correction, or deletion of personal information. You may also email privacy@cairntrail.com directly.
  • Feature requests and feedback: we read all of it.

Reporting a security issue

If you believe you have found a security vulnerability in the Cairn service, please email security@cairntrail.com with the details. Please do not disclose the issue publicly until we have had a reasonable opportunity to investigate and respond. We acknowledge security reports within one business day.

For legal notices, contractual questions, or compliance matters, email legal@cairntrail.com.

Company

CairnTrail Software LLC
An Ohio limited liability company
United States