Email support: who to contact and expected response times
Where to send emails, how long we take to respond and what to include in your email - explained
Email support is included across all of our accounting plans.
Who to contact
Send emails to support@bsqaccounting.co.uk.
All emails are received by our support team, who will review your query and either respond directly or pass it to your named accountant where technical input is needed. You do not need to work out who to contact for what; one address covers everything, and we will make sure your query reaches the right person.
Expected response times
We aim to respond to all queries as soon as possible. If your query needs input from your accountant or is more complex, we will acknowledge it within that timeframe and let you know when to expect a full answer. On the Scale plan, we operate a 48-hour response time (Monday to Friday, business hours).
What to include in your email
- Your company name and, if relevant, your Xero organisation name if this differs
- A clear description of the query or what you need help with
- Any relevant documents or screenshots attached
- Any deadline associated with the query
💡 Good to know: For urgent matters, mark your email as urgent in the subject line and also send a live chat message to flag it.
Not found what you're looking for?
Please get in touch and we'll be happy to help:
Email: You can submit a request using our contact form
Live Chat: Select the live chat icon on the bottom right