These are the most common questions for Dext business accounts. For anything not covered here, request human support via the chat icon in your Dext account.
Billing and subscriptions
Common billing and subscription questions for Dext business accounts are answered below.
How do I change my plan?
Go to Business settings > Subscription, then select Change plan in the Bookkeeping section. From there you can adjust your user count, switch between monthly and annual billing, and manage add-on credits. For full details, go to How to change your Dext Business plan.
How do I view my extraction usage?
Go to Business settings > Subscription > View usage to see how many documents you've processed and how many remain in your current billing period.
What are the add-on credits on my invoice?
Dext plans include a set number of credits for features like Bank Statement Extraction, Line Item Extraction, and Supplier Statement Extraction. If you use more than your included amount, you're billed at pay-as-you-go rates. You can reduce that cost by purchasing a prepaid bundle from Business settings > Subscription > Credits. For a full breakdown, go to How to change your Dext Business plan.
How do I update my payment details?
Go to Business settings > Subscription > Billing Details tab and select Edit payment method to update your card. You can also update the email address your invoices are sent to from the same page. For full details, go to How to manage billing details for your Dext business account.
How do I cancel my subscription?
Go to Business settings > Subscription > Billing Details tab, then select Cancel subscription and follow the prompts. For information on notice periods and what happens to your account after cancellation, go to How to cancel your Dext account.
Login and access
Common login and account access questions for Dext business accounts are answered below.
How do I reset my password?
Go to the Dext login page and select Forgot password?. Dext sends a reset link to your login email address. For step-by-step instructions, go to How to reset your password in Dext.
I'm locked out because of 2FA — how do I regain access?
If you can't access your two-factor authentication (2FA) method, use one of your 12 backup codes to log in. If you don't have your backup codes, email support@dext.com from the email address linked to your Dext account and ask for 2FA to be temporarily disabled. For answers to common 2FA questions, go to FAQs about two-factor authentication (2FA) in Dext.
I have two Dext accounts — can I merge them?
Dext accounts can't be merged, but you can merge login details to access all your accounts under one set of credentials. Go to User settings > Login details > Merge logins. For step-by-step instructions, go to Managing multiple Dext business accounts with one email address.
If you have a duplicate account you no longer need — for example, an old free trial — download the items from it first, upload them to the account you want to keep, then email support@dext.com to request deletion of the unwanted account. For instructions, go to How to download your items as PDF files and How to upload costs and sales documents in Dext.
Team and account management
Common questions about managing users and accountant access in your Dext business account are answered below.
How do I add or remove a team member?
To add a user, go to How to add users to your business account. To remove a user, go to How to remove a user from your business account.
How do I invite, change, or remove my accountant?
To invite an accountant, go to Business settings > Accountant and select Invite an accountant. To remove or change their access, go to Business settings > Accountant and select Disconnect. For full step-by-step instructions:
How do I permanently delete my Dext account?
Cancelling your subscription stops Dext services — such as document extraction — but you'll still have access to your account and data. To permanently delete your account and all associated data, email support@dext.com from the email address linked to your Dext account and ask for your account to be deleted. Export any documents or data you want to keep from the web app before requesting deletion. For cancellation steps, go to How to cancel your Dext account.
Documents and publishing
Common questions about submitting documents and publishing to your accounting software are answered below.
Why are my documents not publishing to my accounting software?
Publishing issues are usually caused by a disconnected integration or a required field missing from an item. Go to Business settings > Connections to check your integration status and reconnect if needed.
For error messages and fixes, go to Xero publishing error messages or QuickBooks Online publishing error messages.
If you use a different accounting software, go to Accounting software for the full list of error message articles.
How do I set up email forwarding to Dext?
Each user has personal Extract by email addresses — documents forwarded to them arrive with that user as the owner. The account also has its own addresses — documents forwarded to them arrive without a specific owner.
Go to User settings > Extract by Email to find your personal address, or Business settings > Extraction to find the account address. For instructions on setting up forwarding rules, go to Set up email forwarding rules to Dext.