Support

Getting help

Who to ask depends on who supplied your licence. Sending you to the right place first saves the most time.

Ask the manual first

Type the question in plain words and read the answer out of the user manual itself. It is the book, not a machine writing answers. Where the manual does not cover it, the same page sends the question to a person.

If the book does not answer it, who to ask

Your accountant supplied the software

Then you are their client, and they are the right first call. They know your books, they set the licence up, and they can see the same figures you can.

If you write to our support address we will send you back to them, which only adds a day.

You bought the licence direct, or you are a firm

Write to support@murgese.co.uk. Tell us the version number, what you were doing, and what happened instead.

The version is shown in the application, and quoting it saves a round trip.

You would rather read than search

The full manual for your edition covers every screen and is sent with the installer, and can be downloaded here. The quick guide covers the first hour.

Start here

The quick guide covers the first hour: installing it, the one question Murgese asks on first run, finding your way around the screens, and setting the backup up. The full manual for your edition covers every screen and is sent with the installer, or download it here.

Things worth checking first

  • Your computer warns on installExpected for now. The installer is signed by Murgese Ltd, so the warning should name us as the publisher, but Windows SmartScreen trusts a new certificate only after enough copies have been run. Check it says Murgese Ltd, then choose More info and Run anyway. If it names anybody else, stop and tell us.
  • Your browser says the file is a virusA different message from the install warning above, and a more alarming one. It is about the file having no download history rather than anything in it. The downloads page explains which of two things produced it, how to release the one file without switching your protection off, and how to check the installer against the published checksum yourself.
  • The records mailbox will not connectIf the message is about the certificate, the Records mailbox tab has a Certificate card: read the chain, see which authority is really issuing it, which is usually an antivirus or a company firewall scanning the connection, and trust that one. The hostname and the expiry are still checked afterwards. If it is about the password, a mailbox with two-step sign-in wants an app password rather than the account password.
  • A return will not submitAlso expected. Murgese is not yet HMRC recognised and does not file. It prepares the return for you to submit. See the status page.
  • There is nowhere to connect a bankThe bank feed panels are not shown in the software you install. They are switched off rather than removed, so nothing is lost and a firm that already has a feed keeps it. Statement import from a file works normally, in seven UK layouts. The status page says where it stands.
  • A figure looks wrongRun the check against a filed period before anything else. It will usually show you which transaction is responsible. How it works
  • Payroll figures do not appear on their ownMurgese does not calculate payroll, and it will read a P32 so the month does not have to be typed in. Post the totals from your payroll summary on the payroll screen and it makes the journal, then checks that what was posted has been paid over.
  • Partial exemptionCalculated on the VAT screen, with the de minimis tests and the working shown. It is reported rather than applied: you put the restriction on the return as an adjustment, so nothing changes box 4 on its own.

The other addresses

Still stuck

Send us what you were doing and what happened instead. A person reads it.

Send us the problem Search the manual