Support

Support Questions

How can I get help?
Within the application: Just look for the orange Need Help? tab on the right margin of the screen after you log into your account.
Contact customer support: Locate your region's support contact details.

How long will it take to get a confirmation response?
Our average response time for In-Network responders is 48 hours for banks and financial institutions, and approximately 2 weeks for law firms. For Out-of-Network requests, the response time is longer and will increase during peak times. Responders complete confirmations in the order they are received, so if you have a tight deadline, we recommend sending them early. You can send requests in advance of your audit's year end date.

What is a consolidated confirmation?
You should select the form type based on the product type you are looking to confirm (e.g. asset, liability etc). The Consolidated form type should be used when you want to perform a comprehensive search of the responder's records based on a single account number for an entity. Only one Consolidated request should be submitted per entity per bank (this will cover multiple accounts in one request). Individual confirmations (e.g. asset or liability) should have a separate request for each account.

I sent a confirmation with errors
If you send a confirmation with an error (for example, the wrong 'As of' Date), you can 'Recall' it if the responder has not yet started work on it. Watch the video above on how to recall a confirmation. If the confirmation cannot be recalled, contact customer support. You must resubmit your confirmation with the correct information. You can do this either before or after you recall the incorrect one.

My completed confirmation has errors
If you receive a confirmation with errors or omissions, you can 'Re-confirm' this with the responding entity. Re-confirmations are free of charge and are prioritized in front of new requests that the responder receives. View the video on 'Re-confirming a confirmation' at the top of this page.

How do I update a client authorization?
Changes to client signers must be made at the Client Profile and updated on the Accounts - otherwise, the authorization request cannot be sent to the new signer.

What's an Engagement Number?
The Engagement Number is your audit firm's internal reference code relating to the audit client used to track time and expenses relating to that client. This is useful for tracking expenses as it will be displayed on certain billing reports.

What's an Account ID?
Certain forms, such as asset or liability forms, refer to 'Account ID'. This is the unique account identifier or account number relating to the account you want to confirm.

How do I set up office billing?
There are no license or sign up fees for using Confirmation.com – auditors only pay for confirmations they send. By default, users will be required to pay at the point of initiating a request to a responder. We have office billing arrangements available suitable to firms that want to gain additional efficiencies in processing confirmations. Office billing requires a nominated supervisor to manage the arrangement.

Download Billing Options
Download Supervisor Guide
Download Billing Form
Download Payment and Billing Reconciliation Overview

Where can I get more help?
If your question is not listed above, or you need more assistance, reach out to our Customer Support at 866-325-7201 or +1-615-844-6222 or customer.support@confirmation.com weekdays 8:00 am - 5:00 pm (CST).

How can I get help?
Within the application: Just look for the orange Need Help? tab on the right margin of the screen after you log into your account.
Contact customer support: Locate your region's support contact details.

How long will it take to get a confirmation response?
Our average response time for In-Network responders is 48 hours for banks and financial institutions.

I sent a confirmation with errors
If you send a confirmation with an error (for example, the wrong 'As of' Date), you can 'Recall' it if the responder has not yet started work on it. Watch the video above on how to recall a confirmation. If the confirmation cannot be recalled, contact customer support. You must resubmit your confirmation with the correct information. You can do this either before or after you recall the incorrect one.

My completed confirmation has errors
If you receive a confirmation with errors or omissions, you can 'Re-confirm' this with the responding entity. Re-confirmations are free of charge and are prioritized in front of new requests that the responder receives. View the video on 'Re-confirming a confirmation' at the top of this page.

How do I update a client authorization?
Changes to client signers must be made at the Client Profile and updated on the Accounts - otherwise, the authorization request cannot be sent to the new signer.

What's an Account ID?
Account ID is the unique account identifier or account number relating to the account you want to confirm.

Where can I get more help?
If your question is not listed above, or you need more assistance, reach out to our Customer Support at 866-325-7201 or +1-615-844-6222 or customer.support@confirmation.com weekdays 8:00 am - 5:00 pm (CST).