| Overview |
When contacting BTCSoftware support about an issue with a specific client's return or accounts, the support team may ask you to send an extract of the client's data by email. This allows the team to review the entries made and diagnose the issue. This article explains how to extract and send client data securely.
| ⚠ Important: Client data contains sensitive personal and financial information. Only send data to the BTCSoftware support email address as instructed. BTCSoftware treats all transmitted data in strict confidence and deletes it once the analysis is complete. |
| How to Extract and Send Client Data |
- In BTCSoftware, select the relevant client from the client list.
- On the top toolbar, go to Client > Extract & Email Client Data.
- A warning message will appear: 'Do you wish to extract all data for [client name] to a file that can be emailed to BTCSoftware for analysis?' Click OK.
- Select Internet Email, then click Open Folder.
- BTCSoftware will create a .zip folder containing the CE and Client Files.
- Attach this .zip folder to an email and send it to support@btcsoftware.co.uk.
- Include your ticket or case reference number in the email subject line so support can match it to your existing case.
| ✔ Tip: If you are contacting support for the first time about this issue, include a brief description of the problem in the email body alongside the attached data file. This helps the support team diagnose the issue more quickly. |
| Data Handling |
BTCSoftware's support team handles all client data extracts with strict confidentiality:
- Data is used solely for the purpose of diagnosing and resolving your reported issue.
- Data is deleted from BTCSoftware's systems once the analysis is complete.
- Data is not shared with third parties.
| Frequently Asked Questions |
Q: What is included in the client data extract?
A: The extract includes all data BTCSoftware holds for the selected client — tax return entries, accounts data, and client record details. It does not include data from other clients.
Q: Is it safe to send client data by email?
A: The extract is sent to a secure BTCSoftware support email address. If you have concerns about email security, contact BTCSoftware support to discuss alternative secure transfer options.