> ## Documentation Index
> Fetch the complete documentation index at: https://docs.kallin.co.uk/llms.txt
> Use this file to discover all available pages before exploring further.
# Contact Kallin Support: Email, Chat, Phone, and Escalation
> Reach the Kallin support team by email, live chat, or phone. Find response times, what to include in your request, and how to escalate urgent issues.
Kallin's UK-based support team is here to help you get the most out of your account. Whether you're dealing with a porting issue, a number that isn't routing correctly, or a billing question, we aim to get back to you quickly with a clear answer. This page explains how to reach us, what to prepare before you do, and how to escalate if the situation is urgent.
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## Support Channels
Send your query to [**support@kallin.co.uk**](mailto:support@kallin.co.uk). Our team responds within **12 business hours** during support hours.
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 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.
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.
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## 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](https://status.kallin.co.uk) first).
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## 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](/troubleshooting/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.
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## 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.
Please reserve escalation for genuinely time-critical issues so we can ensure the fastest possible response for everyone who needs it.
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## Service Status
Before raising a support ticket for a suspected outage, check **[status.kallin.co.uk](https://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.
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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](mailto:support@kallin.co.uk) and a team member will respond at the start of the next business day.
Include your **account ID** and the **affected phone number** in every support request — even in follow-up messages. This lets our team locate your account instantly and keeps your ticket moving without unnecessary delays.