Support · Monday to Friday, 9:00 AM – 6:00 PM SGT
Getting help with your Crymphel account
Support is included on every plan, and it reaches people rather than a queue. Call, email, or start a live chat during Singapore business hours on weekdays.
Synopsis
One support line for the software and the accounts behind it
Crymphel Cloud Accounting is cloud accounting software for business, sold with official registration and support rather than as a download you configure alone. When you open a support conversation, the person who answers can see your account context — your company file, your user permissions, your bank feed connections — so you are not explaining your setup from the beginning each time.
The three channels below cover the same ground at different speeds. Phone is for anything blocking today's work. Email is for questions you want on the record. Live chat is for a short answer without leaving the page you are on.
Support hours
Mon–Fri, 9:00 AM – 6:00 PM SGT
Enquiries that arrive outside those hours receive a reply on the next business day. Support is not charged as an add-on and is not reserved for higher plans.
Phone
+65 6283 2913The fastest route when something is blocking your work — a filing deadline approaching, or a bank feed that has stopped updating. If the issue needs your screen, we can move to a shared session rather than talking you through it blind.
For anything that needs a record: a question about GST treatment, a request to change user permissions, or an issue you want to describe in detail. Attachments such as spreadsheets or screenshots are fine, and a written enquiry gets a written reply rather than an automated ticket number.
Live chat
Weekdays, 9:00 AM – 6:00 PM SGT
Short questions where you want an answer without leaving the page you are on: how a transaction should be coded, whether a payroll setting is correct, or whether a feature covers your case. If a chat turns into something longer, we move it to a call. Transcripts stay with your account history.
Before you write
What to have ready before you contact us
A few details speed things up. You do not need all of this to get help, but it shortens the back and forth considerably — and it means the first reply can be an answer instead of a question.
Company and user
Your company name and the user account affected. If more than one person in your team can see the issue, say which login it appears on — permissions differ per user.
Transaction reference
If the issue involves a specific transaction or invoice, note the reference or the date it was posted. For payroll questions, the employee's payroll ID helps us find the record quickly.
Bank feed details
For bank feed problems, the bank and the account name. If the feed stopped on a particular day, that date is often the whole diagnosis.
What you have tried
Optional, but useful. If you already reconnected the feed or re-posted the entry, telling us saves repeating a step that did not work.
Setting up or switching
Onboarding and migration help
If you are setting up or moving from another accounting system, that gets dedicated help rather than general support. We map your chart of accounts, agree an opening balance date, and import what can be imported. Payroll and GST settings are configured before you run live transactions.
This is usually handled across a short series of calls during your first week. At the end you receive a checklist of what remains — anything we could not import, any account still to be confirmed, and the settings we changed on your behalf.
Something not working
Report it and we will investigate
Bank feeds, login access, and incorrect postings are the ones that matter most, because they affect your numbers. If a fix needs more than a same-day change, we tell you the expected timeline rather than leaving you to guess, and we describe any workaround that exists in the meantime.
You should not have to discover that a known issue exists by searching for it.
Requests
Requests and feature suggestions
If the platform does not do something you need, tell us. Feature requests are logged and reviewed against what other Singapore users are asking for. We will be honest about whether something is on the roadmap or not, rather than promising a date we cannot hold.
Sometimes the answer is that a different approach in the product already covers it, and we will show you where. That is usually faster than waiting for a change.
Recent work followed requests around
- GST filing workflows — the steps a Singapore business repeats every quarter.
- Payroll cases that come up most often across small local teams.
- Reports that finance leads export before a management meeting.
Common questions
Answers before you get in touch
What hours is support available?
Support runs during Singapore business hours on weekdays, across phone, email, and live chat. Enquiries sent outside those hours receive a reply on the next business day.
Is support included or does it cost extra?
Support is included on every plan. Phone, email, and live chat are not charged as add-ons or reserved for higher tiers.
Can support help me migrate from my current accounting system?
Yes. Onboarding and migration get dedicated help covering chart of accounts, opening balances, and configuration of payroll and GST before you run live transactions.
What information should I have ready when I contact support?
Your company name, the user account affected, and a transaction or invoice reference if relevant. For payroll, the employee's payroll ID helps; for bank feeds, the bank and account name.
Where do billing questions and plan changes go?
Billing questions, plan changes, and account cancellation go through the same channels as technical support. Someone reads it either way, and existing-account support is handled by the same team you reach by phone.
Everything else
Contacting us about anything else
Billing questions, plan changes, and account cancellation go through the same channels as technical support. For new enquiries rather than existing-account support, the contact page form is the right route.
Support line
+65 6283 2913Monday to Friday, 9:00 AM – 6:00 PM (SGT). Corporate registration details and this business phone number are published in the footer of every page if you need to verify who you are dealing with.
