Support

How to reach us

For assistance with your account, the QuickBooks Online connection, or any technical issue, email hello@frixonfree.com. Enquiries are answered within one business day, Monday to Friday, Eastern Time.

What to include

Including the following, where applicable, helps us resolve the issue on first contact:

• the name of your shop, and the email address you sign in with;
• what you expected to happen, and what happened instead;
• roughly when it happened, and on which device: phone, tablet or computer;
• the job or invoice number, if the problem is about a specific one; and
• a screenshot, if it is something you can see.

Please do not send passwords. We will never ask you for one.

QuickBooks Online

FrixonFree can connect to QuickBooks Online so that invoices and payments you record here also appear in your books.

Connecting

In FrixonFree, open Settings, then Billing, then the QuickBooks card. You will be sent to Intuit to sign in and approve the connection. We never see your QuickBooks password: Intuit handles the sign-in and returns an access credential to us, which we store encrypted. Only the account owner can connect or disconnect.

Disconnecting

You can disconnect at any time from that same QuickBooks page. Disconnecting stops any further information being sent to QuickBooks, and we revoke the access credential rather than keep it. You can also revoke access from inside QuickBooks, under Apps.

Disconnecting does not delete records already written to your QuickBooks company, and it does not delete your FrixonFree records. It ends the exchange of information between the two systems.

If a sync looks wrong

Check inside the app first. On the QuickBooks page there is an errors view that groups anything that did not reach QuickBooks by cause, in plain language, with the full log behind it. Most causes are things only you can fix in your own QuickBooks company, such as a missing tax code or a customer set to the wrong currency, and the screen says so.

If the screen says the problem is on our side, or you cannot tell, email us the invoice number and what you are seeing in each system. Information flows from FrixonFree into QuickBooks, so FrixonFree is the place a correction should start.

FrixonFree is an independent service and is not provided, endorsed, sponsored or supported by Intuit Inc. QuickBooks and Intuit are trademarks of Intuit Inc. Questions concerning QuickBooks itself, rather than its connection to FrixonFree, are best directed to Intuit support.

Account and billing

Questions about your subscription, seats or an invoice from us go to the same address. Owners can also manage the subscription and payment method from the billing page inside FrixonFree.

Your data

What we collect and how long we keep it is set out in our Privacy Policy, and the rules that apply when you use FrixonFree are in our Terms of Service. If you want a copy of your data, contact us and we will assist you.

You can delete your account yourself from inside FrixonFree, under Account. Nothing is deleted for 30 days, so you can change your mind. That page explains what happens, and how to ask us if you cannot sign in; the retention and deletion section of the Privacy Policy covers what we keep afterwards.

Common questions

Pricing, setup time, early access and data ownership are answered on the FAQ. If your question is not covered there, please contact us directly.