Support desk · Monday to Friday, 9:00 AM – 6:00 PM SGT
Support for Ophrysen customers in Singapore
Setup questions, bank reconciliation problems, invoice formatting and report queries all land here. Below are the channels you can use, what onboarding covers, and the answers we give most often.
Reach us by phone
+65 6207 9299
Best for anything that needs a back-and-forth, such as a reconciliation problem you cannot pin down.
Written answers
Send questions where you want a written reply, or attach the document the question is about.
Support channels
Three routes reach the same team. Pick the one that matches how much back-and-forth your question needs.
Phone
For live problems: a bank line that will not match, an invoice that prints wrong, a report you need explained while you are looking at it. Call +65 6207 9299 during business hours.
Typical use
Anything you would rather talk through than type out.
For questions where you want the answer in writing, or where a document needs to travel with the question. Write to [email protected].
Typical use
A written record you can forward to your accountant.
Contact form
Non-urgent questions and anything you want tracked from first message to resolution. Open the form on our Contact page.
Typical use
Questions that are not blocking today's work.
What onboarding covers
Onboarding walks the setup steps in order, so nothing is half-finished when you start issuing invoices. The aim is to have you billing and reconciling the bank within the first working sessions rather than at the end of a long project.
Migrating from spreadsheets? We help you set a cutover date and bring across outstanding invoices. Moving from another accounting product? We map accounts and contacts so the opening position matches your last set of books.
See onboarding details-
1
Chart of accounts
We agree the account structure your reports will run on, so income and expenses land in the right places from the first entry.
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2
Opening balances
Your starting position is entered once, and checked against the figures you were already reporting.
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3
Bank connections
We connect your bank feeds and confirm transactions are arriving, because reconciliation depends on it.
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4
Invoice templates
Your invoice layout is set up with the tax and payment terms you actually use, so the first invoice you send is one you are happy to send.
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5
Cutover and migration
We agree the date the old system stops and Ophrysen starts, then bring across outstanding invoices and contact records.
Most support questions are about reconciliation
Bank reconciliation help
Reconciliation is the most common support topic, and almost every case is one of a handful of situations. Support can walk through how to match, unmatch, or post an adjusting entry, whichever one your books need.
If you reconcile monthly, most of these problems are caught while the transactions are still fresh in your memory. If you leave it for a quarter, each one takes longer to unpick. A standing monthly habit is the cheapest support you can give yourself.
Issues we see most
- A bank line that matches no invoice or bill on file.
- A duplicate entry created when a payment was recorded twice.
- A payment posted in the wrong period, so two months disagree.
- A balance that looks right in the bank and wrong in the report.
Account access and user roles
When a team member leaves or a new one joins, support adjusts user roles so the right people keep access and the wrong people lose it. The same applies when you bring in an external accountant for year-end work.
Access is account-based rather than tied to a machine, so a role change takes effect without reinstalling anything or sending files around. Tell us the role you need and we will confirm what your tier supports before anything is changed.
Staff changes
Someone joins or leaves
We set the new person's role, and close or downgrade the departing person's access in the same session.
Year-end
An external accountant
Give your accountant scoped access for the period they need, then withdraw it when the work is signed off.
Access scope
Right level, not full control
Roles are scoped, so a bookkeeper can post entries without being able to change your company settings.
Tier check
What your plan includes
Scoped user access sits on plans that include it. We confirm before making a change, so there are no surprises.
Reporting questions
Most report questions come down to timing and scope. Either a figure differs from what you expected, or you are not sure which report the bank or your accountant is asking for.
Support points you to the right report and explains what drives the number. If a report depends on transactions that have not been reconciled yet, we will say so, because that is usually the whole explanation.
A useful habit: run the same report at the same point each month. Comparing like with like turns a confusing number into a trend you can act on.
Before you contact support
A small amount of context usually turns a two-message exchange into a single one. Have these ready and we can often answer on the first reply.
Always useful
Your company name and the email address the account is registered under.
Always useful
A short description of what you were doing when the issue appeared.
For reconciliation
The transaction date and amount, so we can locate the entry quickly.
For reports
Which report you were running, and the period it covered.
Questions we hear most often
If your question is not here, the support line or the contact form will get you an answer during Singapore business hours.
Use the contact formWhat are your support hours?
Support runs during Singapore business hours by phone and email, Monday to Friday, 9:00 AM to 6:00 PM SGT. The contact form is monitored on the same schedule, so a message sent in the evening is picked up the next working morning.
Do you help with migration from spreadsheets?
Yes. We help define a cutover date and bring across opening balances and outstanding invoices, so you start with a clean position rather than a half-migrated one. If you are coming from another accounting product, we also map accounts and contacts.
Can my accountant get access?
Yes, on plans that include scoped user access. Support can help set the role correctly, so your accountant sees what they need for year-end work without holding full control of your company settings. We confirm what your tier supports before changing anything.
Still stuck? Send us the detail
The contact form is the right route for non-urgent questions and for anything you want tracked. Include your company name, the account email, and what you were doing when the issue appeared, and we can usually answer in one reply.
Calling is faster if the work is blocked right now. Either way, someone on the Singapore support team will pick it up.