If you are experiencing issues with our services and the troubleshooting steps have not resolved the problem, rest assured that our Gigs Support team is here to assist you. This guide will provide you with the necessary steps to contact our support team and offer tips on how to effectively communicate your issue for a quicker resolution.

When you need assistance, you can reach out to us in two easy ways:

• Email us at support@gigs.com with Subject: [Company] - [ICCID] [Issue Description] where:

  • Company is your Account with Gigs

  • ICCID is the SIM identification number (usually between 18-22 digits) found in the Subscriptions section of the Gigs Dashboard.

  • Issue is a short-hand description of the issue (ex. Activation, Billing, Porting)

• Contact us via live chat by clicking on "Help & Support" located at the bottom left of your Dashboard. For more information, read about connecting with the Gigs Customer Support Team.

When escalating an issue, it is crucial to provide as much information as possible. This will help our support team diagnose and resolve the problem more effectively. Please include the following details:

• Description of the issue: Be as specific as possible.

• User information: Include your ICCID or subscription ID.

• Is this a live issue? Let us know if the problem is currently happening.

• Date first experienced: When did the issue start?

• Priority: How urgent is this issue?

• Users impacted: Are there multiple users or just one? Is it related to a specific project?

• Screenshots or videos: Visual evidence of the issue can be very helpful.

• Services affected: Specify if it's SMS, text, or voice services.

• User's location: Provide your local area or if you are traveling.

Without this level of insight, our Gigs Support team may struggle to diagnose or resolve the issue effectively. Please note that we have specific requirements when escalating issues to the carrier for technical investigation.

When describing the issue, specific details can significantly aid us in locating and solving the problem. Here are some key points to consider:

• Service issues: Specify if the problem concerns voice, text, or data services.

• Experience details: Describe precisely what is being seen or heard by all parties involved, including:

  • The user who is experiencing the issue.

  • Any person trying to contact the user via call or text.

• Scope of the issue: Is it happening with just one specific phone number or multiple?

The more information you provide, the better and faster your service and resolution experience will be. This will also help reduce back-and-forth communication between you and the Gigs Support team.

Thank you for your cooperation, and we look forward to assisting you!