Support Channels
Email Support
Send your query to support@kallin.co.uk. Our team responds within 4 business hours during support hours. For faster triage, include your account ID and the affected number in the subject line.
Live Chat
Start a chat directly from the Kallin dashboard by clicking the Help icon in the bottom-right corner. Live chat is available Monday to Friday, 09:00–17:30 GMT.
Phone Support
Phone support is available to customers on Business and Enterprise plans. Your support phone number and direct line details are shown in Settings → Support when you are logged in to your account.
Community Forum
Visit community.kallin.co.uk to ask questions, share tips, and get help from other Kallin customers. The forum is monitored by the Kallin team but is primarily a peer-to-peer resource.
When to Contact Support
Reach out to the Kallin support team if you are experiencing any of the following:- Port request issues — your port has been rejected, is taking longer than expected, or you need to arrange a specific porting window.
- Number verification failures — a number has been stuck in Pending or Error status for more than 24 hours and you have already checked your credentials.
- Billing questions — queries about your invoice, plan charges, or payment methods.
- Feature requests — you have an idea for a feature or an improvement to an existing workflow that you would like to share with the product team.
- Suspected service outages — calls are failing across multiple numbers or you believe there is a platform-wide issue (also check status.kallin.co.uk first).
Before You Contact Us
Providing the right information upfront means we can resolve your issue faster and avoid back-and-forth. Before getting in touch, take a few minutes to:- Check the troubleshooting documentation — many common issues are covered in the Common Issues guide and can be resolved without waiting for a response.
- Try the call simulator — if your issue is related to routing, use the built-in call simulator to test your rules before raising a ticket.
- Note down your account ID — this is shown in Settings → Account. Including it in your first message allows us to pull up your account immediately.
- Note the affected phone number(s) — include the full number in E.164 format (e.g. +441234567890) where relevant.
- Write a clear description with timestamps — describe what you expected to happen, what actually happened, and when it occurred. Include specific call times if the issue relates to a particular call.
Escalation
For most issues, standard email or live chat response times are sufficient. However, if your situation is urgent — for example, a number is completely unreachable during business hours and calls are being lost — you can escalate in the following ways:- Live chat or phone — start a live chat session or call phone support (Business and Enterprise plans) and clearly state that the issue is urgent. Our agents will prioritise accordingly.
- Email escalation — if you are emailing, include the word URGENT at the start of your subject line (e.g.
URGENT: Number +441234567890 not receiving calls). This flags your ticket for faster triage by the support team.
Service Status
Before raising a support ticket for a suspected outage, check status.kallin.co.uk for live information on platform status, ongoing incidents, and scheduled maintenance windows. The status page is updated in real time by the Kallin operations team and will confirm whether a known issue is already being investigated. You can subscribe to status updates on that page to receive notifications by email whenever an incident is opened or resolved.Kallin support is available Monday to Friday, 09:00–17:30 GMT, excluding UK public holidays. Out-of-hours emergency support is available exclusively to Enterprise plan customers. If you are on a Starter or Business plan and experience an issue outside of these hours, please email support@kallin.co.uk and a team member will respond at the start of the next business day.