Contacting support
How to reach us, what to include so the first reply is useful, and what we will never ask you for.
Check these before writing
Two of them resolve most reports without a conversation.
- Check the status pageuptime.simcoai.co.uk shows current status, active incidents and known issues. If it is already there, we know.
- Then report itWith the detail below.
What to send
The difference between a one-reply resolution and four rounds of questions.
| Always | Why |
|---|---|
| Roughly when it happened | Lets us find it in the logs |
| What you expected, and what happened | The gap is the bug |
| Whether it is repeatable | One-off or every time changes everything |
requestId for API problems | The fastest route to the exact request |
| The phone number for call problems | So we can find the call |
| Steps to reproduce | Even rough ones |
Where to send it
- Support line
- +44 7576 569444 - answered by a SIMCOAI assistant, standard rate, never premium. Ask for a person at any point and it will connect you or take a callback.
- Report a bug
- simcoai.co.uk/report-bug - attaches non-identifying diagnostics for you, which saves a round trip.
- General contact
- simcoai.co.uk/contact for sales, onboarding and anything not a fault.
- hello@simcoai.co.uk
What the support line can do with your account
Deliberately a short list. Everything on it is something that helps you without helping somebody pretending to be you.
| Ask for | What happens |
|---|---|
| A password reset link | Sent to the email address you give it. The link only helps whoever already controls that mailbox, so it needs no further check - it grants nothing the reset link on our sign-in page does not already grant any visitor. |
| To verify it is you, or "what plan am I on" | A six digit code is emailed to the address you give, the same way our AI receptionist verifies your own callers before it discusses a booking or a refund. Read the code back and, for that call only, we can tell you your plan and your billing status - nothing is changed. |
| Whether the service is down | Answered from our live status, which is the one answer worth ringing for during an incident. |
| A link by text | Sent to the number you are calling from, never one read out. |
| Anything that CHANGES your account | Passed to a person who will verify who you are first - see below. |
What is never done on a phone call
Careful. Nobody at SIMCOAI can read your password. It is held by our sign-in provider as a one-way scramble; there is no facility, for us or for anyone else, that returns it. Asking us to look it up is not a permissions problem, there is nothing to look up.
The line will also not set a new password, turn two-step verification off, remove a passkey or security key, change the email address on an account, or unlock one. Those are exactly the changes an attacker would ask for while pretending to be you, so they go to a person who verifies you first. If that feels slow, it is the same slowness that stops somebody else doing it to your account.
The line will also not set a new password, turn two-step verification off, remove a passkey or security key, change the email address on an account, or unlock one. Those are exactly the changes an attacker would ask for while pretending to be you, so they go to a person who verifies you first. If that feels slow, it is the same slowness that stops somebody else doing it to your account.
What we will never ask for
Careful. Nobody at SIMCOAI will ever ask for your password, an MFA code, approval of a passkey prompt you did not start, a live API key, or full card details. Treat any such request as an attack regardless of who it appears to come from.
If an API key may have been exposed, revoke it first and then tell us - see API key security.
If an API key may have been exposed, revoke it first and then tell us - see API key security.