Support and Service Hours

How to reach us

• Email: support@trimatchap.com. This is the main support channel and covers every question.
• Live help by video call or phone: email us to book a time inside the live help hours below. Calls are for set-up help, walkthroughs and problems that are easier to show than describe.
• In the app: the Help & support link in the menu brings you back to this page.

Hours and response times

Email support Monday to Friday, first reply within one business day. Live help by video call or phone Monday to Friday, 9:00 am to 1:00 pm US Eastern (4:00 pm to 8:00 pm East Africa Time). Payment-day problems flagged before 1:00 pm Eastern are answered the same business day.

• Business days are Monday to Friday, except US federal holidays.
• Email sent outside business hours is answered on the next business day.
• The first reply may ask questions or give a fix; complex problems can take longer to solve, and we keep you updated.

What counts as urgent

Put URGENT at the start of the email subject for:

• nobody in your company can sign in, or TriMatch is not loading;
• a problem on the day you pay vendors, such as a payment file your bank rejects or invoices that will not approve;
• a suspected security problem, or vendor bank details you think were changed without permission;
• data that looks missing or wrong in a way that affects payments.

Questions about how to do something, feature ideas and report layouts are normal priority.

Planned maintenance

We plan maintenance outside US business hours. When we expect TriMatch to be unavailable for more than a few minutes, we tell account admins by email or in the app at least two business days before.

Security reports

Report suspected vulnerabilities privately to support@trimatchap.com. See the Security Overview. Never send passwords, sign-in codes, full bank numbers or tax IDs by email.