ArcLedger Support

Publisher: ArcanEdge LLC

Support Channel

Support is provided by email only. Response times are not guaranteed.

• Email: info@arcanedge.ai
• Business location: Wichita Falls, Texas, United States
• Privacy, security or billing-integrity reports: info@arcanedge.ai

ArcLedger Pro Subscriptions

Use Settings → Subscription to connect a computer through the account page and manage automatic licence refresh. Manual import of a signed licence file is also supported when ArcanEdge support supplies one.

Payments, invoices, cancellations and refunds are handled by Paddle, the Merchant of Record for ArcLedger Pro. Use the link in your Paddle receipt email, or Paddle's subscription portal, to update a payment method, download an invoice, cancel, or ask for a refund. Refunds follow ArcanEdge's refund policy.

Connecting computers and licence questions go to info@arcanedge.ai. Please include:

• your ArcLedger version;
• what Settings → Subscription shows;
• when the computer last confirmed online.

Never send connection codes, sign-in links, activation credentials or tokens to support. If we need information about your licence, we will explain which diagnostic details to provide.

Common situations:

• Moving to another computer. Release the old computer on the account page, then connect ArcLedger on the new one. A subscription can be active on two computers at a time.
• Signing out isn't releasing. Signing out of the account page only ends that browser's sign-in. To free a computer's place, use Release next to it on the account page.
• No connection for a while. ArcLedger checks your subscription about once a day. A licence lasts at most 14 days after the service last confirmed your subscription, and never past an earlier end date. After you reconnect, Pro comes back only if your subscription still qualifies and ArcLedger gets and verifies a new licence.
• Manual licence import is available only when ArcanEdge support offers it. Support sends you a licence file to import. It never needs a connection code, sign-in link or credential from you.

What to Include

When reporting an issue, include:

• ArcLedger version and, if available, the installer checksum.
• Windows version.
• Whether the browser extension is loaded.
• Whether managed Local AI is on, and whether it reports as ready.
• For Estimate issues: what Settings → Subscription shows, the estimate’s pricing model and status, and whether the issue is in the private estimate, client proposal, actuals or local learning. Do not include private economics or client proposal text.
• For tracking inaccuracies: affected client, date/time range, observed result, expected result, whether any collector or agent was disconnected, and whether billing was blocked.
• Steps to reproduce.
• Screenshot of ArcLedger UI only if it does not expose client-confidential information.
• Exported logs/data only when ArcanEdge support asks for them.

Do not send client secrets, raw browser data, OAuth tokens, API keys, or private work content through support.

Updates

ArcLedger does not update itself automatically. Install an update by running the newer signed installer.

Emergency Stop

If billing data, privacy behavior, or installer integrity looks wrong:

1. Stop billing actions.
2. Exit ArcLedger.
3. Preserve the local data file and latest backup.
4. Email support at info@arcanedge.ai.
5. Roll back to the previous signed installer only after ArcanEdge support confirms the path.