Contacting SynkriaOps support

The SynkriaOps support team is available to help you resolve any issue not covered by the documentation. For the fastest possible resolution, prepare the information listed below before contacting us.

Available channels

Channel	Address / Access	Response time
Support email	support@synkriaops.com	Next business day
In-app form	App → ? icon at bottom right → Contact support	Priority based on subscription
Service status	https://www.synkriaops.com/status	Real-time consultation

Tip

The in-app form is the fastest channel: it automatically attaches your session identifier, the active file, and the application version — avoiding back-and-forth exchanges to gather this information.

Information to provide for fast support

For the support team to reproduce and resolve your issue quickly, include:

1. Your SynkriaOps account email — to identify your account.
2. The exact name of the file / tenant concerned — e.g. SARL Maison des Épices.
3. Precise problem description — what happened? What behavior did you expect?
4. Steps to reproduce — list the exact actions to encounter the issue (e.g. “Contacts → Customers → Create → I enter X → Click Save → Error Y appears”).
5. Approximate date and time — to find the logs (e.g. 26 May 2026 at 2:30 PM).
6. Screenshots — attach a screenshot of the error screen if possible.
7. Browser and operating system — e.g. Chrome 124 on Windows 11.

Example of a well-written bug report:

“Hello, I am signed in with the email alice@example.com on the file SARL MTL. This morning around 9:30 AM, when validating an accounting entry (OD journal, amount 150,000 XAF), the application shows ‘Debit ≠ Credit’ even though my amounts are equal. I have attached a screenshot. Browser: Firefox 125 on Ubuntu 22.04.”

Response times and priorities

Subscription	In-app form	Email
STARTER	2 business days	2 business days
PRO	Next business day	Next business day
FIRM	Priority — 4h during business hours	Next business day

Blocking incidents (unable to sign in, data loss) are treated with absolute priority regardless of the subscription plan.

Before contacting support — 5 problems resolved quickly

Check these articles first — they cover the most frequent situations:

1. Persistent “Session expired” → Sign-in issues — check cookies and browser extensions
2. Error during CSV import → Import issues — download the CSV template and verify UTF-8 encoding
3. “Debit ≠ Credit” on an accounting entry → Common errors — check each line of the entry
4. Reset email not received → Sign-in issues — check spam and wait 5 minutes
5. Module inaccessible → Understanding roles — your role may not authorize this module

Reporting a bug

A bug is unexpected software behavior — different from a usage question. To write a useful bug report:

• Describe the observed behavior (what actually happens)
• Describe the expected behavior (what should happen)
• Provide exact steps to reproduce
• Indicate whether the issue is reproducible (always / sometimes / one-time only)
• Attach a screenshot or screen recording if possible

Bugs reported with clear reproduction steps are prioritized and generally fixed within 48 business hours.

Accessing service status and updates

• Status page: https://www.synkriaops.com/status — real-time status of components (API, database, OCR, Mobile Money)
• Updates and new features: check the changelog from the app → ? icon → What’s new
• In the event of an ongoing incident, the status page displays an information banner with the affected scope and resolution progress

Note

If the status page shows an ongoing incident on the component you are using, there is no need to contact support — our team is already working on resolution. Refresh the status page to follow progress.

Further reading

• Common errors and solutions — complete reference of error messages by module
• Sign-in issues — troubleshoot access and sessions
• Import issues — resolve file import errors