How do I get help?
If you need help with any of NewVoiceMedia's products, choose one of the following options:
If you have a question, problem or a service request, then you can log a case easily using our online Customer Support Portal. The portal is a free service for all NewVoiceMedia customers.
To access the Customer Support Portal any time, visit www.newvoicemedia.com/support.
The Customer Support Portal enables you perform the following tasks:
- Log a case
- Track the progress of a case
Add information and attachments to a case
- Communicate with your Technical Support Engineer for any questions or assistance needed
Within minutes of logging a case you will receive email confirmation with a unique reference number for tracking purposes.
If you have an urgent (P1 or P2) case, please call our 24-hour Support Engineers.
After you have emailed your request to raiseacase@newvoicemedia.com, you will receive the following communication from NewVoiceMedia Customer Support:
- Confirmation that we have received your email, within a couple of minutes. This confirmation email contains your case number and acknowledges the information you have sent to us.
- Notification when we have assigned your case to one of our Technical Support Engineers, including the name of the support engineer who will be investigating your case.
With each response you send, you will receive confirmation that we have received your information. We will also keep you informed of our progress towards resolving your case.
Please see the below video highlighting the new Customer Support case improvements:
Call our 24/7 Customer Support team on one of the telephone numbers for your region:
United Kingdom: (+44) 0800 280 2888 (Option 2)
France: (+33) 0800 945 776 (Option 2)
USA: (+1) 855-534-2888 (Option 2)
Australia: 1800 099 174 (Option 2) or 1800 456 143
- All Other Regions: +44 0207 206 8888 (Option 2)
Our Customer Support team will log a case and provide you with the unique case reference number while speaking to you. You will also receive a confirmation email which will include your unique case reference number. You will need this number to follow the progress of your case.
If you feel that your case is not progressing and you would like to escalate this, please follow the case escalation path:
- Call our 24/7 Customer Support team and ask for your case to be escalated
- Email Support Management
- Email the RVP of Global Support
You can find help and troubleshooting advice for common issues (including API link resets) in our online documentation.
Visit docs.newvoicemedia.com for detailed help articles on all areas of our product.
Visit our social media accounts:
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We continually test the performance of our operations every 7-8 seconds and release the results every 20-30 minutes. To check service availability, visit our Trust site.