Getting help with Sync

One honest path, in order. Follow it from the top — each step exists because it gets you an answer faster than the one below it.

Step 1 — Open a support case in Sync

Sign in and go to Help → Contact support. This is the fastest route for almost everything: the case arrives with your company, plan and recent activity attached, so nobody has to ask you for details twice. Use it for questions, wrong figures, filing errors, imports and access problems.

Step 2 — Email if you cannot sign in

If you are locked out, or the app itself will not load, email support@sync.ke from the address on your Sync account. Include your company name and what you were doing. Replies to that address reach the same team that answers in-app cases.

Step 3 — Mark it urgent when money or payroll is blocked

Put URGENT at the start of the subject line, or say so in the first line of your case, when payroll cannot be run on its pay date, a KRA filing deadline is at risk, customer payments are not reconciling, or you believe someone has accessed your data. Urgent cases are picked up ahead of the queue.

Step 4 — Check service status before chasing

If something looks broken for everyone rather than just you, the status page shows whether the app, email, payments or eTIMS filing are actually responding right now. If a service is down there, we already know and are working on it.

When support is available

Support is covered Monday to Friday, 8am–6pm East Africa Time. Messages that arrive outside those hours are picked up the next working day.

Urgent issues — payroll on a pay date, a filing deadline at risk, payments not going through, or a security concern — are prioritised ahead of the queue within those hours.

We don't quote fixed response times, but every case gets a reply on the case itself, so you always know where things stand.

Who handles what

You do not need to pick the right team — every case comes to one inbox and is routed internally. This is here so you know your issue has an owner.

Payroll, payslips, P9 and statutory deductions

Payroll support

Anything about PAYE, SHIF, NSSF, housing levy, payslip figures or pay-date problems.

Subscription, invoices, receipts, seats and cards

Billing support

Failed payments, seat purchases, plan changes and tax receipts for Sync itself.

KRA eTIMS filing and DigiTax submissions

Compliance support

Rejected or stuck invoice submissions, KRA PIN and control-unit problems.

M-Pesa Paybill/Till reconciliation and bank feeds

Payments support

Missing transactions, unmatched receipts and Daraja connection issues.

Accounting, sales, purchases, inventory and reports

Product support

Figures that look wrong, imports, ledger questions and report output.

Data protection, account access and security concerns

Data protection contact

Suspected unauthorised access, data requests and deletion requests — privacy@sync.ke.

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