Support that can see your job, not your books.
Two things about support are worth promising: who answers, and what they can see. The people who answer work on the product. What they can see, by default, is the state of your jobs and connections, with every financial value redacted before it reaches them. Reading your actual books requires your consent, in the product, for a fixed window, and both sides of that are logged.
Who answers
Support at Nummio is answered by people who build and run it, at support@numm.io. There is no outsourced first line and no script that ends in a case number and a callback. We are a small team, and rather than publish a response-time number we can't staff on a bad week, we publish this: we do not publish one until we can hold to it. When we can, it will appear on this page, dated, and the change will be honored as a commitment, not a target.
What support can see, and what it takes to see more
| Tier | What it shows | What it takes |
|---|---|---|
| Job state | Whether your bank feed refreshed, whether a receipt was extracted, whether an invoice email was delivered, whether a migration committed, and the error if not. Amounts, descriptions, and vendor names are redacted before the screen renders them; receipt contents are never returned. | Being on the support team. Every read is logged. |
| Your books | Transactions, amounts, receipts, reports: the actual books. | A stated reason, your Owner's approval in the product, a time box that expires on its own, read-only access, a banner you can see the whole time, and a log on both sides. |
The rule behind the table: a support conversation is never the reason your books get opened. The reason has to be a specific diagnostic question that job state could not answer, and if a support screen routinely needed your books to do a routine job, we'd treat that screen as designed wrong and fix the screen. The redaction is applied where the data is read, not where it's displayed, so a new support screen cannot forget it. The rest of what the system enforces, tenant isolation, the append-only audit log, the immutable ledger, is on the security page.
The contrast, in other people's words
| Said by | Source | |
|---|---|---|
| "The customer service at QB is a joke. NOT 1 person can help with ANYTHING." Six support attempts over two days to replace a card reader; told a supervisor callback could take up to 3 days. | A QuickBooks customer, March 2022 | QuickBooks Community, "Quickbooks customer service is a joke" (March 2, 2022), verified |
| Monday to Friday, 6 AM to 6 PM PT, and on Saturdays from 6 AM to 3 PM PT for Solopreneur, Simple Start, Essentials, and Plus; round-the-clock support on Advanced. | The QuickBooks Team, January 2025 | QuickBooks Community, "QBO customer service hours" (QuickBooks Team reply, January 7, 2025), verified |
We quote those not because a large company's support queue is a scandal, but because the shape of it is a choice: a first line that can't see anything and a second line that can see everything. We chose a first line that can see the job and a second line that needs your permission.
Ask us something.
Sizing a plan, a messy QuickBooks file, or a question about what support can see. One email.