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Contacting Support

Jordan W.
  • Updated

Aircall aims to provide a perfect Phone system, but we understand that questions/problems might arise. If you have a problem, let us know - we are here to help!

If you require technical, number porting/purchase, or billing assistance, please submit a ticket at support.aircall.io/hc/en-gb.

⚠️ Please note: with Aircall's Support Portal, only Aircall Users/Admins will be able to access old tickets and create new ones.

As a customer, you can access our Live Chat from either the Dashboard (if you are an Admin) or through the Aircall Phone application in the Help & Support section.

  • For English, the chat is open Monday through Friday, 24/5.

  • For French, the chat is open from 9 a.m. - 6 p.m. (CET), Monday through Friday.

⚠️ Please note that chats are not currently supported in Spanish or German, and all Spanish/German chats will be redirected to our English chat. If you would like to speak with our Support in either Spanish or German, please raise a ticket or reach out by phone.

From the Phone application, click on your User Icon in the lower right-hand corner to open up Settings.

  • Click Help & Support

  • Click on the option to Chat with us

The first thing you’ll need to do is to collect the call examples to send to our support team. Here is a quick guide on retrieving the call UUID.

💡 Before you send over a ticket, be sure that you have cleared your browser or application cache as this can solve certain basic issues.

In order to help you as quickly and efficiently as possible, we’ll need you to gather as much information as possible from the start.

What information should I include when I submit my ticket?

  • What is the exact behavior of the issue at hand? Be sure to provide us with as many details as possible (phone application issue, call quality troubles, calls not logging into your CRM, etc.)

  • Do you see or hear any error messages in your Phone application?

  • When did this issue begin?

  • Is it just you experiencing the issue, or are your colleagues also having the same issue?

  • Are you able to send any helpful visuals?

  • Unique call examples (call UUID number- at least 3)

Finally, be sure to tell us who you are! We will need:

  • The name of your Aircall account or email login to Aircall.

  • Are you new to Aircall and having a hard time with configuration? We can help get you set you up with our Onboarding team if necessary.

  • Where are you located in the world? Are you using a home network setup?

Elevated Troubleshooting

If we are not able to solve the issue for you straight away, we may also ask to organize a screen-sharing session with you so that we can resolve the issue faster.

This will be organized between you and a member of our Technical Team at a time most convenient for you.

If you are new to Aircall, be sure to consult our network and system requirements guide to make sure that you're in tip-top shape before reaching out.

Still in need of assistance? Please feel free to reach out to the Support Team and we will be happy to assist!

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