To raise an incident, please follow the below steps:
- Click Submit a request at the top of the page.
- Enter your email address.
- Enter a subject and description of the ticket request. Please try to include as much information as possible.*
- Add any attachments. The file size limit is 20 MB.
- Click Submit.
Alternatively you can send an E-Mail to support@arkessa.com or call us on +44 (0)1279 799270.
*Timely resolution is dependent on the completeness and accuracy of information supplied at the time the incident is reported. When raising an incident please include as much information and detail as possible.
When reporting an incident, the minimum information that should be supplied is listed below:
- Full description of the incident experienced by the Customer including service affected, business impact and priority.
- Example dates and times
- Post code location and/or full address including country
- Quantity of devices/SIMs impacted by the incident
- Example ICCID, Mobile Numbers and IP addresses involved
- Access Point Name (APN) impacted by the incident
- Technical device details
- Historical information of the incident, if applicable
Please ensure that basic checks have been undertaken and perform an initial diagnosis to understand the symptoms.
SIM card ICCID 8931080620042373304 MSISDN 3197027728154 has gone missing, checking through other SIM cards, we have the SIM card 893108901803109708 in the office, but believe this is offline, so wondering if 8931080620042373304 can be cancelled and 893108901803109708 can be re-instated, or do we need another SIM?