If you experience an issue with one of your Sinch products or solutions and need support, please follow the Sinch support process outlined below:
Step 1
Search the various articles and FAQs in the Sinch Support Community
or check out our comprehensive Developer Documentation to see if you can find a solution for your problem.
Step 2
If you are unable to find a suitable solution, log a support ticket. Refer to the sections below.
Note: For Sinch Contact Pro please refer to the Sinch Contact Pro Support Process.
Sinch Support Portal
The Sinch Support Portal (or Sinch Ticketing Portal) can be accessed from the following URL: https://support.sinch.com.
When you access the portal the Sinch Support Portal welcome page is displayed:
The welcome page provides links to:
Sign in - If you are an existing customer, you can log in to view and manage your tickets.
Support documentation - Search the various FAQs and support articles in our Sinch Support Community or check out our comprehensive Developer Documentation to see if you can find a solution for your problem.
Service status - View the Sinch Status page, which provides information about the operational status of the Sinch platform and current, scheduled or past maintenance notifications.
Log in to view tickets - If you are an existing customer, you can log in to view and manage your tickets.
NOTE: If you are having issues with the login process, send an email to support@sinch.com describing your issue.
Logging A Support Ticket
To open a support ticket, click the first option Submit a Request. The Submit a request form is displayed:
Enter your email address. To help us process your ticket expediently:
Please ensure you enter a meaningful and descriptive entry for you ticket in the Subject field. For example: Account Enquiry, ACCOUNT_NAME, Additional account required.
Ensure you include a detailed description of the problem including the steps that caused the problem or where applicable the steps that can be taken to reproduce the problem in the Description field of the form. Include essential information as account ID, appID, customer identifier and so on.
Assign an impact for your ticket by selecting the corresponding impact from the Impact drop-down list.
Click here for a more detailed list of information that is helpful to include when creating a support ticket.
Refer to the Zendesk Portal guide for more information about the portal and how to create support tickets.
Click Submit. Your ticket will be created and you will be notified by email.
While you can submit a ticket without an account, having one gives you full visibility into all the tickets you’ve submitted, as well as access to any requests you have been copied on by your colleagues.
Creating an account on Zendesk
Creating a Zendesk account is optional, but highly recommended. To create your account, use the link: support.sinch.com. The sign up form is displayed:
Enter your full name and your work e-mail address. Click Sign up.
You will receive a confirmation e-mail from support@sinch.com. Click on the Verify your account button in the email to complete the registration process.
Once your account is verified, you will be able to create tickets, track their progress and manage your existing tickets.
Note: Sinch can also configure your team (if there are multiple users) to be a part of the same organization, that way your colleagues can all collaborate on all tickets logged by your organization.
Email support
If the Support Portal is unavailable, you can contact Sinch Support by e-mail: support@sinch.com.
Escalations
If you do not get a response from Sinch Support within a satisfactory timescale you can escalate the issue by adding a comment to your existing ticket in the Ticket Portal, or by contacting your Sinch Account Manager.
Systems Operational Status and Planned Maintenance information
The Sinch Status page (https://status.sinch.com) displays real-time Systems Operational Status for each of Sinch’s products and services and provides scheduled maintenance information.
You can subscribe for updates and alerts to get e-mail notifications whenever Sinch creates, updates or resolves an incident.
To ensure platform stability, Sinch endeavours to carry out all necessary maintenance for its platforms during scheduled maintenance windows, except for any emergency maintenances that may need to be carried out. Notifications will be created for any such maintenance work, in advance, in the Scheduled Maintenance section of the Sinch Status page. Learn more about the Sinch Status page.
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