We're Here When You Need Us
Real humans from Kathmandu, supporting you in English and Nepali. Email, phone, WhatsApp - whichever works best for your team.
Email support
For detailed issues, bug reports, or feature requests. We respond within 1 business hour.
Phone
Business hours (Sun-Fri, 9 AM - 6 PM Nepal time). Enterprise customers get a direct line.
Quickest for short questions. Replies typically within 30 minutes, business hours.
Help centre
Every module documented on its own page, with real screens from the product.
Having an Issue with the Mobile App?
Most mobile problems are one of a handful of things, and the guides below name the exact message the app shows for each. Clock-in refusals in particular tell you precisely which check failed, and distance is only one of six.
Reporting an outage?
Check status.nepalhrm.com first. If not listed, call +977 970-4010905 with “URGENT” in the subject.
Security reports
Found a vulnerability? Email security@nepalhrm.com. We acknowledge within 24 hours.
Quick Answers to Common Issues
Ten wrong passwords lock an account for 15 minutes, and the error shown is the same one a wrong password gives, so a password you are sure about that suddenly stops working is usually a lockout. Wait it out, then try once before resetting anything. Full guide: nepalhrm.com/support/troubleshooting/login-not-working
Check the device status first, because offline and online need opposite fixes. Offline is a network or device-mode problem. Online with no attendance means device user IDs are not mapped to employees, so the punches arrive and sit unattributed. Full guide: nepalhrm.com/support/troubleshooting/biometric-device-not-syncing
Open the Payslips tab, tap the month, then Download. There is no payslip password: NepalHRM renders the payslip and your browser's Save as PDF produces the file, so nothing is asking you to unlock it. A month you cannot see has not been marked paid yet. Full guide: nepalhrm.com/support/troubleshooting/payslip-missing-or-wrong
Yes - cancel anytime from Settings → Billing. Monthly plans stop at the end of the current cycle. Annual plans follow our Refund Policy (/refund-policy).
Visit our Account & Data Deletion page (/account-deletion) for in-app steps or to submit a web request.
Email security@nepalhrm.com with a description and reproduction steps. We acknowledge within 24 hours. See /security for our security program.
Setting the system up rather than fixing it? The onboarding guide, training manual and full customer booklet are on resources and downloads. If you bought through a reseller, they support you first: see the Certified Partner Program.