Product availability
CSV and Excel imports are supported in the current pilot. Harvest, Xero, and Stripe Connect are the first planned live connectors. Feature availability may change as the product develops.
Customer Support
This page describes how to obtain technical assistance for the Aerca Excel add-in and related pilot services. Submissions are reviewed by the Aerca product team. For privacy rights requests or security vulnerability reports, use the dedicated channels listed below.
Support policy
Aerca provides reasonable technical support for installation, authentication, workbook synchronization, configured AI providers, and pilot connector workflows. Support is offered on a best-efforts basis for the current pilot and does not constitute a service-level agreement, warranty, or guarantee of uninterrupted availability.
Aerca is assistive software. Guidance provided through support does not constitute accounting, tax, legal, or investment advice. You remain responsible for verifying outputs and for any actions taken in Excel, banking, or third-party systems.
- We respond to requests submitted through this form during published support hours.
- We may request additional information, screenshots (with secrets redacted), or workspace identifiers to reproduce an issue.
- We may decline to process requests that contain credentials, unrelated marketing solicitations, or content that violates our Terms of Service.
- Third-party services (Microsoft Excel, AI model providers, accounting or time-tracking platforms) remain subject to their own terms and availability.
- Response target
- Within 1–3 business days
- Support hours
- Monday–Friday, 09:00–18:00 India Standard Time (IST), excluding public holidays
- Primary channel
- This support form (reply by email to the address you provide)
- Language
- English
Troubleshooting guidance
Before submitting a request, review the following common causes. These checks often resolve setup and data issues without further escalation.
The add-in does not install or appear in Excel
Confirm that you are using a supported Microsoft 365 desktop build of Excel and that your organization permits Office Add-ins. For sideloaded deployments, verify that the manifest is served over HTTPS, that the Trusted Add-in Catalogs entry is correct, and that Excel has been fully restarted after catalog changes.
A run is blocked pending an AI provider
Open Connect, select an AI provider, enter your own API key (BYOK), retrieve available models, and save a model selection. Do not send API keys or other secrets to support.
The analysis brief is empty or incomplete
Synchronize or import the relevant project, invoice, payment, and expense data; confirm cash-on-hand where applicable; then run analysis again. Incomplete source data will limit available results.
Ask references incorrect clients or entities
Re-synchronize your workbook and verify that client names and identifiers are consistent across sheets. If the issue persists, include the prompt text and affected sheet names in your support request.
A connector remains disconnected after authorization
Complete the authorization flow in the browser, return to Excel, allow the add-in to refresh, and select Sync again. Organizational administrators may need to approve third-party OAuth applications before connections succeed.
Totals exclude certain currency amounts
Aerca may exclude non-base-currency values until a usable exchange rate is available. Review currency warnings and codes before relying on aggregate totals.
Pilot notice: Aerca is in early development. Support procedures, response times, connector availability, and product functionality may change. Nothing on this page modifies the Terms of Service, Privacy Policy, or Data Security disclosures, except as expressly stated in a written agreement signed by Aerca.