21st Century Accounting Technical Support Subscription Incident

If you have a subscription for Technical Support and require assistance, please submit a Problem Report from the Help drop down menu on the C21 main menu bar. If you need assistance with your company data, please send us your data by going to Help/Send Company Data to 21st Century Accounting, Inc as well. If you are not able to provide this data, please click here to contact us.

Please provide as thorough a description of your issue as possible. If you receive an error message, please tell us what the message says. Phone support will only be provided once we have received the above information and determine that your support requires assistance over the phone. We will contact you as soon as possible via email to let you know the status of your issue. For a faster response, please contact us to let us know you have sent your Problem Report and/or Company data and provide a brief description of your issue.

You must have the current version of C21 in order to receive support. If you need to upgrade your 21st Century Accounting version and do not have a current subscription, please let us know and we will provide information as to how to proceed. If you have an outstanding bill with 21st Century Accounting, we are not be able to provide support until your account is active.

The Support Technician will define your contact as an "incident" according to the following general criteria:

    An "incident" means --
  • A simple single issue or problem that a customer asks a Support Technician to analyze or resolve.
  • A product-usage question that involves a single topic on a drop-down menu or one report.
  • A single question on a specific bookkeeping topic.

    Subscription level Technical Support does not include --
  • A single issue involving installations, moving to a new computer, issues with your network, or disaster recovery
  • Training for C21 use
  • Custom programming

    If you need assistance for the above issues that are not included in your subscription, there may be an additional charge depending on the amount of time needed to address your issue. We will let you know once we have investigated your issue.

    We will not use an incident for --

  • Upon submission of a report showing conversion problems.
  • When our analysis determines that the problem is caused by a defect in the software.
  • On initial installation.

    Please appoint as your Technical Support CONTACT a single, regular employee who will be familiar with --

  • 21st Century Accounting
  • Whatever Support issue you want to resolve
  • Windows operations, including --
    • How to navigate in Windows Explorer
    • Search
    • Drag-and-Drop
    • How to send and receive emails with attachments

In some cases, your data may be damaged due to a power surge or windows operating system error. You may be able to fix this by following these instructions. If this does not work, Technical Support may be able to fix your data IF --

  1. You have a valid backup from before the damage occurred
  2. We can determine that your posted.cpz file is intact.

The goal is to get you back up and running as soon as possible. If we cannot fix your issue, we must charge you for the time required for your issue.