thewealthworks Customer Support Portal

Yes, if you find a problem with accounts or financial statements generated from the Accounts Preparation menu option in Troika Wealth Management, we require information related specifically to the current client and transactions to be able to investigate.

In the first instance, please send a copy of the Word or PDF accounts to support, along with the Trial Balance for the current and previous periods. Where the query relates specifically to a nominal code, please also send the nominal detail - either a screenshot, or exported to Excel.

When sending Microsoft Word documents, please ensure the Word accounts are saved with a .docx extension prior to sending. It is possible that your email policies may restrict your ability to send those with a .docm extension: 
When Office 365 tried to send your message, the receiving email server outside Office 365 reported an error.

In more complex investigations, we may request a copy of the database to investigate further:

Sending a Copy of the SQL Database for Investigation

Paula Formats

For those existing customers who continue to use Paula formats, once the accounts have completed the merge process, and the final document is displayed, select the 'Paula' drop down menu from the Word toolbars. This is sometimes displayed within the 'Add-in' ribbon for later versions of Microsoft Word.  

Select the 'backup Paula' option. Click OK to back up the format and related files. Close the document. 

To locate the folder, click the 'show other settings' button at the bottom of the Accounts Preparation menu option in Troika Wealth Management. Copy and paste the file path (excluding the txt file name) to Windows Explorer. In more recent versions of Troika, this file path is displayed as a hyperlink, allowing you to click on the path and be taken straight to the folder.

A newly created backup folder will be displayed. Right-click on the folder and send the folder (and content) to a compressed file. Email support this zip file along with a description of your problem.

If the problem concerns a specific client with queries over the financial records, it may be necessary to also send us a compressed file of the root of the backup folder (where more files exist). This larger compressed zip will need to be emailed to us in addition to the backup folder.