Send feedback
The fastest route is Send feedback in the top bar, from any page. It opens a short form.
It quietly includes which browser and device you are on, so we do not have to start by asking. That detail solves a surprising number of problems on its own, because a good many turn out to be specific to one browser.
Use it for anything: a bug, a confusing screen, a missing feature, a sentence in this help centre that is wrong.
Email
support@kehillahq.com reaches the same place. Use it when you want to attach something, or when you cannot sign in.
What to include
You do not need a formal report. But these three things get you a faster answer:
What you were trying to do. “I was recording a cheque for the Rosen household.”
What happened instead. “The page said the payment saved, but it is not in the ledger.”
When. Roughly is fine. Tuesday afternoon narrows it down a lot.
Please do not include real congregants’ personal details in a support message. Describe the situation without the names, or tell us where to look and we will find it. Invented examples like the ones in this help centre are ideal.
Things support can do that you cannot
Remove a yahrzeit unsubscribe. If someone opted out and has asked to start receiving reminders again, we can clear it. There is no self-service way to do this. See When someone unsubscribes.
Sort out sign-in problems that a password reset does not fix, including several people locked out at once on a shared office network.
Look into failed reminder emails. Failures are recorded with technical detail that is not shown to you, and we can read it.
Things to try first
Sign in problems. Reset your password. Check the address you are using matches the one you were invited with. See Signing in.
A family did not get a yahrzeit reminder. Open the record and read the status and history. It will usually tell you exactly why. See Checking whether a reminder went out.
A household shows as owing when they have paid. The payment is probably not linked to their dues commitment. See Donations and the contributions ledger.
A household is missing from a dues year. Check its joined date. See Households that join mid-year.
Someone cannot see a page you can see. Check their role. See Roles and permissions.
If a page misbehaves after an update
Occasionally a browser tab left open across an update gets into an odd state, and an action fails with a message about refreshing.
Refresh the page. That is genuinely the whole fix, and nothing you were working on is lost.
Telling us this help centre is wrong
If a page here does not match what you see, or explains something in a way that did not help, say so. Documentation that is quietly wrong is worse than documentation that is missing, and we would rather know.