Support
How to reach us, and what to check first.
Contact us
Email support@bifrostledger.com. A person reads it — there is no ticket portal to sign into.
Including these makes a wrong number far quicker to diagnose:
- The formula exactly as it appears in the cell
- What the cell shows, and what you expected instead
- Your company name and the ERP you are connected to
- Whether it affects one cell or the whole sheet
- Excel on the web, Windows, or Mac
What a cell is telling you
Bifrost Ledger writes a short message into the cell rather than a code, because Excel truncates long text. Most have a next step you can take yourself.
| The cell shows | What it means | What to do |
|---|---|---|
#SIGN_IN | The add-in is not signed in, or the session has ended. | Open the Bifrost Ledger pane and sign in. The cells fill in on their own afterwards. |
#LOADING | The value is being fetched. | Nothing. It resolves by itself. A large sheet on first open can take a while. |
#NAME? | Excel does not recognise the function. | The add-in is not loaded in this workbook. Reopen it, or reinstall from Get started. |
Formula name required | The first argument is missing. | The first argument is always the formula name in quotes, e.g. =BIFROST.LEDGER("BALANCE", …). |
ERP unavailable. Retrying; refresh shortly. | Your ERP is not responding, so requests are paused rather than piled up. | Wait a minute and recalculate. Contact us if it persists. |
Too many requests. Wait a moment | Your ERP's request budget for the moment is used up. | Wait, then recalculate. Tell us if it happens on a sheet you use routinely. |
Request timed out. Try again | The ERP took longer than the add-in waits. | Recalculate the affected cells. Report it if a particular formula does this every time. |
Network error. Check your connection | The add-in could not reach Bifrost Ledger. | Check your connection, then recalculate. |
Sign in required / Access denied | Your session is not valid, or your user lacks access to that data. | Sign in again. If it repeats, your administrator can check your access. |
License exceeded / No subscription / Plan expired / Trial ended | A billing or seat condition is blocking the request. | Your administrator can resolve this under Billing in the portal. |
ERP not included in your plan | The formula targets an ERP your subscription does not cover. | A scoping issue rather than a billing one — your administrator can check which ERPs are enabled. |
A number looks wrong
Tell us — do not work around it. A plausible wrong number is the one problem that does not announce itself, so we would rather hear about a false alarm than miss a real one.
You can check it yourself first: BIFROST.ENTRIES returns the individual transactions behind any value that BIFROST.LEDGER produced, using the same filters, so the rows always add up to the number they came from. See the Entries reference.
Other pages
- Function reference — what the two Excel functions do and how to call them
- Get started — installing the add-in (sign-in required)