Support and contact

One address for every CrunchSync question

The fastest route is the trial request form: one field, and it reaches the same place. If you would rather write, use the address below. Questions before you buy, trial requests, billing changes, and problems with a refreshed report all arrive in the same inbox.

Four things make the first reply useful instead of a round of questions back at you:

• How many Xero organisations you need connected, and whether they are your own entities or client files.
• Which reports you produce today — profit and loss, balance sheet, cash flow, or a custom pack — and for which periods.
• Whether you already have a Google Sheets workbook you want to keep, or you are starting from a blank one.
• What is going wrong right now, if something is.

We do not operate a phone line, a support portal, or a postal support address. Email is the only support route, and it is the same route that handles trial setup. If you have not requested a trial yet, you do not need to email first — the form on the home page takes one field. Request a trial.

How the trial works

Four steps, in this order.

1. You request a trial with your work email. One field, on the home page. We use the email to reply, and the page and plan you clicked to understand what you were looking at.
2. We reply and ask about your reporting. Which reports you produce today, which periods they cover, how many organisations are involved, and what your workbook looks like now.
3. We connect your first Xero organisation with you. You authorise CrunchSync inside Xero, and we work through the connection together, including which data lands in which range of the workbook.
4. Full access runs for 14 days. No credit card is required to start, so nothing can be charged during the trial and there is nothing to cancel at the end of it.

Setup is guided rather than self-serve, deliberately. The decisions that determine whether the reporting pack works — which reports, which periods, which target range — are made with you at the start, instead of being left for you to reverse-engineer. If the fit is wrong, say so in the same email thread and we close the trial.

Answers that are already written down

Four questions arrive often enough to have their own pages. Check these before you write.

Pricing

The three monthly plans, what each plan covers, and how the Xero organisation count works.

Security

How data is handled, which providers are involved, and what we can answer on a security questionnaire.

What is and is not supported

The scope of the product, including the things CrunchSync deliberately does not do.

Workflow guides

Long-form guides on connecting Xero to Google Sheets, consolidated multi-entity reporting, management accounts, and choosing a Xero reporting tool.

Larger rollouts

The largest published plan covers 100 Xero organisations. If you need more than that, or a rollout across several teams or offices, use the same address and include:

• How many Xero organisations, and how they are grouped for reporting.
• Whether the entities share a chart of accounts, or need mapping between different ones.
• The reporting pack the group has to produce, and the periods it runs on.
• Who needs access to the workbooks, and whether a review step sits before the numbers are shared.

Put “rollout” in the subject line so it is easy to pick out.

Billing and account changes

Plan changes, invoices, changing the billing contact, and cancelling all go to the same address and are handled by a person rather than a settings screen. Include the organisation name on the account, the email address the account uses, and what you want changed.

Never send card numbers, passwords, or Xero login details by email. We do not ask for them: CrunchSync connects through an authorisation you grant inside Xero, and you can withdraw that authorisation in Xero at any time.

Reporting a problem with a report

A number that looks wrong is usually a question about which range was refreshed, from which organisation, for which period. Send these five things and the first reply can be an answer rather than a request for detail:

• The workbook — a link with access, or the file name if you cannot share it.
• The Xero organisation the data came from.
• The reporting period the numbers cover.
• The last-refreshed stamp shown in the report.
• What you expected the range to show, and what it showed instead.

A link to the workbook beats a screenshot of a total, because the target range and the last-refreshed stamp tell us whether the refresh ran and where it wrote.

CrunchSync is an independent product and is not affiliated with Xero. If the underlying accounting data is wrong in Xero itself, that is a question for Xero, not something CrunchSync can change — it reads authorised reporting data and does not write back to your accounting records.