If you can't find the answer you are looking for on our support guides you can raise a support ticket.
How to Raise a Support Ticket
Raising a ticket ensures your query is logged, tracked, and handled by the appropriate specialist.
1. Via the Online Portal (Recommended)
This is the fastest method for reporting technical issues as it allows you to link specific call data directly to your request.
Login: Access your dashboard at app.onsim.uk.
Navigate: Select Support Centre from the left-hand menu.
Select Category: Choose between In/Outbound call issues or Other.
For Call Issues: You will be prompted to select 3 or more calls from your recent logs that demonstrate the issue.
Provide Details: Enter your location (postcode) at the time of the call and the device used to help speed up troubleshooting.
For Other Issues: Provide a clear subject and a detailed description.
2. Via Email
Address: Send your query to support@onsim.uk.
Ticket ID: You will receive an automated email containing your Ticket Number. Please use this number in all future correspondence regarding this specific issue.
3. Via Phone
Number: You can reach our support team at 0333 880 4008.
Note: Depending on the complexity of the issue, our team may ask you to submit a formal ticket before they can assist you.
Important Support Guidelines
To help us resolve your issues quickly, please keep the following in mind:
Live Chat: We cannot provide technical support via our website’s live chat; all technical queries must be sent via email or the portal.
Phone Support Requirements: If you call regarding an issue without an existing ticket, we may be unable to assist until a ticket has been raised.
Response Method: Regardless of how you raise a ticket, our support team’s replies will be sent to you via email.