Contact Support

SIPSTACK support is available to all customers through Switchboard. Here’s how to get help and what to include for the fastest resolution.

This page covers the ticket procedure — for the bigger picture of SARA-first assistance, human tickets, and channel partners, see How Support Works.

Open a Ticket in Switchboard (recommended)

Log in to Switchboard.
Click your avatar (top-right) → Support.
Click New Ticket.
Fill in:
- Subject — a short summary (5–120 characters)
- Description — what happened, what you expected, and when (at least a couple of sentences)
- Type — Question or Incident
- Priority — Low, Medium, High, or Critical
- Attachments — screenshots, exports, or logs that show the problem. You can also paste a screenshot straight into the Description and it is attached for you; the file uploads when you submit the ticket.
Submit. You can follow the conversation on the same Support page, and updates also arrive by email.

Following the Conversation

Open the ticket from the Support page to read the thread and reply.

Messages are formatted. Replies render Markdown — headings, lists, links, code — and any screenshot in a reply shows up as an inline image rather than a raw link. That applies to your messages and to ours.
Files come through on the email too. When we attach something to a reply, it arrives as a real attachment on the email notification, not just as a link you have to log in to fetch. Anything too large to send that way is replaced with a link back to this ticket, where it is always available.
Internal notes stay internal. Support staff can leave notes on a ticket that are not part of the correspondence. Those notes, and any files on them, are never shown to you or sent to you.

Email

You can also reach the team at support@sipstack.com. Tickets opened in Switchboard are tied to your account automatically, which usually means faster handling.

Service Status

Before reporting a platform-wide problem, check status.sipstack.com (also linked from the sidebar’s Resources section) for active incidents and maintenance.

What to Include in Your Request

The right detail up front often saves a full round-trip:

For calling issues

The phone number(s) and extension(s) affected
Date, time, and timezone of example calls
Direction — inbound, outbound, or both
The symptom (“caller hears fast busy”, “one-way audio”, “drops after 30 seconds”)
Intermittent or constant
Router/firewall brand and model
Whether you’ve run through the Network & Firewall checklist

For SMS issues

The sending and receiving numbers (with country code)
Date and time of the failed messages
Campaign name/ID if campaign-related
Your 10DLC registration status

For billing issues

Your organization name and account email
The invoice number or charge date in question

For device/provisioning issues

Phone brand and model, and the MAC address
What the phone’s screen currently shows

For portal or API bugs

The page or endpoint, what you did, and the full error
The Switchboard and API versions from the page footer (e.g. Switchboard v2.6.x · API v2.9.x)

Before You Open a Ticket

Many common issues have documented fixes:

Common Issues — registration, audio, voicemail, account, and SMS quick fixes
Network & Firewall — SIP ALG and firewall diagnosis
Nova PBX Network Requirements — canonical port and bandwidth reference
The Help button on most Switchboard pages — page-specific guidance, right where you are