Contacting Support

If you cannot resolve your issue using the troubleshooting guides, the CrownSync support team is here to help. This page explains how to reach us and what information to include in your request to ensure a quick resolution.

How to Contact Us

Email Support

Send your support request to [email protected]. This is the primary support channel and is monitored during UK business hours (Monday to Friday, 09:00–17:30 GMT/BST).

In-App Contact Form

You can also submit a support request from within the platform. Click the Help link in the footer or sidebar and select Contact Support. The in-app form automatically includes your organisation name and account details, which helps us respond more quickly.

Expected Response Time

The CrownSync support team aims to respond to all requests within one business day. Response times may vary based on the complexity of the issue and current support volume.

Critical issues(platform unavailable, active incident support) — prioritised for same-day response
Standard issues(feature questions, configuration help, non-urgent bugs) — response within one business day
Feature requests— acknowledged within one business day, with follow-up as appropriate

Business Hours

Support is available during UK business hours, Monday to Friday, 09:00–17:30 GMT/BST, excluding UK bank holidays. Requests received outside these hours are addressed on the next business day.

What to Include in Your Request

To help us resolve your issue as quickly as possible, include the following information in your support request:

Your email address— The email associated with your CrownSync account
Organisation name— So we can locate your account
Description of the issue— What you were trying to do, what happened, and what you expected to happen
Steps to reproduce— If the issue is repeatable, describe the exact steps that trigger it
Browser and device— Which browser (and version) you are using, and whether you are on desktop or mobile
Screenshots or error messages— Include any error messages, unexpected behaviour, or visual issues you can capture
Urgency— Let us know if this is blocking an active incident response or time-sensitive activity

Data Privacy

When contacting support, do not include sensitive data such as passwords, API keys, or personal data of third parties in your message. If we need access to specific data to investigate an issue, we will request it through secure channels.

ICO Registration

CrownSync LTD is registered with the Information Commissioner's Office under registration number ZC109210. If you have concerns about how your personal data is processed by CrownSync, you have the right to contact the ICO directly. For more details on data handling, see our GDPR Compliance page.

Company Details

Company: CrownSync LTD
Company Number: 15464490
Registered Address: 128 City Road, London, EC1V 2NX
Support Email: [email protected]