Portal

This is the best way of contacting Support, and the reasons why can be found in You're here, but why use the portal?

You will need to register to use the portal.  If you haven't registered already, please see How to register to use the portal 

Email

You can email [email protected] but as the You're here, but why use the portal article explains , tickets created from emailing us is the slowest way of engaging Support to work on a request or issue you have, so do not use email for high impact and high urgency issues.

Emails for follow-up on existing tickets are fine, regardless of the ticket category and priority.

Phone Hotlines

The support hotline is only for serious issues which prevent trading/operations.

This keeps the phone lines free for emergencies only, so that if your business can't function, you are not waiting on the phone line while someone else is talking to Support about something less critical. 

To call support in an emergency (Priority 1 Incident) to report a new issue, please use the relevant number for your country below. Note that Premium SLA customers are also entitled to phone for Priority 2 Incidents.

If our phone lines are busy, then please wait until you get through, or choose the option to leave a voicemail which you will be given if you have waited more than 5 minutes.

If you log a P1 ticket via the Support Portal, then we will be alerted immediately, so this method is as effective as phoning the hotline, and may even be more effective if you need to provide screenshots or other information which we might ask you for on a phone call.

If we need to talk to you about an existing ticket, we will arrange (via updates on the ticket) to call you at an agreed time. Please don't call us so that we keep the hotline free for new emergencies

Also See

• What days and times is Support available? 

• Standard Service Level Agreement (SLA) (must be logged into the customer portal to see this)

• What are the differences between the Standard and Premium SLA?