Contacting our Customer Success team

Ensuring that you reach the right Aircall representative is key to managing your account efficiently. This article explains how to contact our Customer Success team, depending on your plan size and needs.

Check your Aircall plan

Before contacting our team, please confirm the number of users included in your Aircall plan. You can find this information directly on your account dashboard.
For more details, see Understanding your subscription and Aircall plan.

Important: Only users with Owner permissions can access plan and contract details.
For security reasons, our account managers can only discuss contract-related matters with account owners.

For plans with fewer than 10 users

If your Aircall plan includes fewer than 10 users, most account management actions can be completed using our self-service tools.

• To cancel or prevent automatic renewal, see Cancelling your Aircall subscription and All you need to know about your contract renewal.
• For billing and payment topics, explore our Billing & subscription section.
• For add-on implementation, visit Self-Service Add-On Purchases. 

If you need assistance with purchasing or upgrading, contact our CS team through the Help Center using the steps below.

Steps:

1. From the Help Center, click on “Contact us”
2. Select Account management, plan changes & Customer Success consultation.
3. Choose the option that best describes your request (“What can we help you with?”):
   • Upgrade my plan, add licenses and/or purchase add-ons
   • Customer Success consultation: optimize my account configuration
   • Discuss contract renewal
   • Cancel or adjust plan

For plans with 10 or more users

If your Aircall plan includes 10 or more users, you have a dedicated Customer Success manager (CSM) assigned to your account.

How to reach your CSM

• Your CSM is your primary point of contact for all account-related inquiries.
• You can find their contact details in your welcome email or any follow-up communication from Aircall.

Tip: Search your email inbox for messages from addresses ending in @aircall.io to quickly find your CSM’s contact information.

If you cannot reach your CSM

If you are unable to locate or contact your dedicated account manager, please get in touch with the Customer Success team through the Help Center (Account management, plan changes & Customer Success consultation).