Getting help

Stuck on something in NexWave? There are four ways to get help, in roughly the order you should try them.

1. This documentation site

You are already on it: https://docs.nexwaveapp.com.

The search bar at the top searches every page on the site. Useful query patterns:

  • bank reconciliation to find the workflow guide.

  • journal entry to find both the user guide and the modules reference.

  • The exact name of an error message, in quotes: many issues have a known cause documented somewhere.

The User Guide pages cover how to do tasks. The NexWave Modules pages cover how things work under the hood. Pick the one that matches your question.

2. Contextual help inside NexWave

Most pages in NexWave have a ? button in the top-right of the navbar. Click it and you are taken to the relevant section of this documentation site for whatever you are looking at. If the contextual link goes nowhere, that is a documentation gap; please email us so we can fill it.

For form-level help, click the Menu dropdown (three dots in the top-right of any form) and look for Help. Some doctypes have inline tips.

3. Your system administrator

For anything specific to your organisation's setup, your administrator is the fastest answer. They can:

  • Reset your password.

  • Grant or revoke access to a doctype, report, or workspace.

  • Tell you why a workflow is configured the way it is.

  • Open a support ticket on your behalf for the broader issue.

If you do not know who your administrator is, ask in your organisation's usual channels (Slack, Teams, email IT).

4. NexWave support

If your administrator cannot help, or the issue is clearly with NexWave itself (a bug, a regression, an integration failure), email [email protected].

To get the fastest, most accurate answer, include:

  • Your site URL (so we know which instance to look at).

  • The page URL where the issue happened.

  • Steps to reproduce: what did you click, in what order?

  • What you expected vs what actually happened.

  • A screenshot of any error message or unexpected screen.

  • The error report ID if NexWave showed one in a red banner (e.g. Error: please report this issue. Click here for details).

The support team triages tickets by severity. If the issue is blocking your work and time-sensitive (e.g. payroll cannot run, the tax return is due tomorrow), say so explicitly in the email subject and body.

Reporting a bug well

If you are sure the behaviour is a bug rather than a question:

  1. Reproduce it once more to confirm it is consistent and not a one-off.

  2. Try in an incognito / private browser window to rule out a browser extension or stale cache.

  3. Try with a different user if practical, to rule out a permissions or user-config issue.

  4. Capture the network response: open browser DevTools (F12) > Network tab, reproduce, and look for any red rows. Right-click any red row > Copy as cURL. Paste into the support email; this gives the team the exact API call that failed.

Suggesting an improvement

NexWave is actively developed. If you spot something that could be better but is not technically broken, email [email protected] with the subject prefix [Feature request]. The team triages these into the roadmap regularly.

Known issues

A list of currently-known issues with workarounds is maintained at Known Issues. Skim it before reporting; you may save yourself a wait.

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