If you're experiencing technical issues or service impairments, please complete the following steps to open a ticket with the Bandwidth Support Team:
Note: Before opening a ticket, please check our status page for any incidents we're already actively investigating, monitoring, or addressing.
Log in to the Bandwidth App. If you're having trouble logging in, please follow these steps or reach out to your account admin.
Open the Support tab on the right-hand side of the Bandwidth App, or click the chat bubble in the lower-right corner of the Bandwidth Help Center, and select Ask a question.
In the chat, specify that you need help with a technical support issue and describe it. The more accurate and relevant information you provide, the quicker we'll be able to isolate the cause of the reported issue and provide a resolution.
If you're reaching out about a call failure, provide both the number that was dialed and the number that made the call, as well as the time and time zone when the call took place.
If you're reaching out about a message failure, provide both the number from and the number to which the message was sent. You may also include the message ID instead.
Please make sure to provide a call or message example that’s no older than 24 hours. While we may be able to troubleshoot something on our network that's older than that, many of our peer carriers cannot.
Indicate the Priority (the severity of your issue). For more information, please see our service level response times.
If you’d like to attach any documents, click the paperclip icon in the bottom-left of the chat and select the file to upload.
The Bandwidth Support Team will use the information and numbers you provided to search our logs for the affected calls or messages and then respond to you via the ticket.