Ringba chat support is available Monday through Friday, 5 am to 5 pm PT and Saturdays from 8 am to 5 pm PT. We are closed on Sundays and some U.S. holidays.
This article describes Ringba’s support service, how you can request support, and what information you should provide for common support requests. Ringba chat support is available to admin users. Anyone can contact Ringba support via email at support@ringba.com.
This article contains the following sections:
Login Problems
If you're having problems logging in to your account, you won't be able to access the Support or My Tickets button at the top of the Ringba screen. If the Forgot Password? link on the login page isn't solving your problem, you can contact support@ringba.com.
Important: Be sure to use the email address you used to log in to Ringba to help the Support team authenticate that you are authorized to make changes to your account.
Reset multi-factor authentication
If you don't remember how to find the code you need to log in, see How do I find my MFA code?
You may need to reset multi-factor authentication (MFA) when you've lost access to the device you used to set up MFA on your account, such as when your phone is lost or broken. You can contact the Support team to temporarily disable MFA on your account. The next time you log in, Ringba requires you to immediately configure MFA so you can set it up again with a new device.
Support must verify your identity before helping you reset MFA for your account. Begin by sending an email to support@ringba.com from the email address you use to log in to Ringba. Using this email address is an important first step in verifying your identity.
Ringba Chat Support
Admin users can access Ringba’s chat support by clicking the Support button in the top toolbar.
The chat window appears where you can enter your question. Except for holidays, someone usually responds to your message within an hour.
Most support requests fall into a few categories. The following section covers the most common types of support requests Ringba receives. You can speed up your tickets by having all the necessary information ready.
Tip: You can choose to log a ticket for these kinds of requests instead of using the chat. Choose the General Request option or click this direct link. See Ringba Support Tickets later in this article.
Investigate a problem with a call
Users often contact Ringba Support to investigate a call that did not generate revenue or did not generate a payout.
When you send this type of request, make sure you include:
- An explanation of the problem you’re seeing
- The inbound call ID (See How do I find the inbound call ID?)
- The campaign ID
- RTB Bid ID
- Is the problem persistent or did it happen only on specific calls?
Add numbers
When you send this type of request, make sure you include:
- How many numbers you want
- The prefix
If you are adding a number pool for a country outside of the United States/Canada or adding numbers to a non-U.S./Canada number pool, your account may require additional configuration. Make sure to mention the country in your support request.
Port a number into Ringba
To port a number from a different provider so you can use it with your Ringba account, create a ticket with Support and make sure you include the following information:
- The number you want ported in
- A completed letter of agency form
See Number Porting for an overview of the process, the materials you'll need to provide, and the timeline you can expect.
Ringba Support Tickets
Chat is great for quick questions, but if your request requires sharing files or deeper investigation, you can log a ticket. Click the My Tickets button in the top toolbar.
The Requests screen appears. From here, click the Submit a request button at the top.
The Submit a request form appears.
The option you choose from the drop-down determines which form you complete:
- General Request: Use this form for all requests other than setting up ring tree targets or closing your account.
- Ring Tree Target Setup Request: Use this form to request help setting up a ring tree target.
- Cancel Service Request: Use this form to close your account.
Create or review a ring tree
Ringba support can help you set up your ring trees and ring tree targets. The standard turnaround for this task is 3 business days but may take longer depending on the complexity of your setup.
When you submit this kind of request, choose Ring Tree Target Setup Request on the form or click this direct link. Make sure you include:
- Your Ringba Account ID, also called your RA (see How do I find my Ringba account ID?)
- RTT name
- Name of the ring tree that should be added
- time zone, cap, ZIP (see ring tree settings)
- API documentation
Close your account
Closing your account means you immediately lose access to all Ringba functionality and all data in your Ringba account, including call recordings. Your access does not continue through the end of your subscription period, so do not close your account if you still need access.
If you decide to close your account, you must log in to Ringba Support and create a ticket. Use the Cancel Service Request form or click this direct link.
Important: You must download all the data you might ever want from your Ringba account before you submit this form. Once support processes your request, your account and your data cannot be retrieved, regardless of your subscription period.
Checking the Status of Support Tickets
You do not have to contact anyone at Ringba to check the status of your support requests. The Ringba Support portal shows you a list of your in-progress tickets and their statuses. To open Ringba Support, click My Tickets from the top toolbar in your Ringba account or click this direct link