Contact Support
Whether you're integrating the API, troubleshooting delivery, or need a custom quote, the AfriRoute team is here to help. Choose the channel that fits your urgency below.
Email Support
| Team | Use for | |
|---|---|---|
| Technical Support | [email protected] | API errors, delivery issues, integration help |
| Compliance | [email protected] | Sender ID registration, regulatory questions |
| Privacy / Data Protection | [email protected] | DPA, GDPR, data subject requests |
| Billing | [email protected] | Invoices, wallet top-ups, refunds |
| Sales | [email protected] | Enterprise pricing, custom rates |
Live Chat
Available 24/7 from the Dashboard. Live chat is the fastest route for account-specific questions because our agents can see your traffic and wallet status in context.
Phone Support
| Region | Number | Hours (local) |
|---|---|---|
| 🇪🇹 Ethiopia | +251 11 555 0100 | Mon–Fri, 8am–6pm |
| 🇰🇪 Kenya | +254 20 765 0100 | Mon–Fri, 8am–6pm |
| 🇳🇬 Nigeria | +234 1 888 0100 | Mon–Fri, 8am–6pm |
| Other regions | [email protected] | We'll route you to the right team |
Response Times by Severity
Response targets depend on your plan tier and the issue severity. Enterprise customers receive priority routing and a dedicated account manager.
| Severity | Definition | First Response |
|---|---|---|
| Critical | Production outage, no traffic delivering | < 1 hour |
| High | Major feature degraded, partial delivery failure | < 4 hours |
| Normal | Non-blocking bug, integration question | < 24 hours |
| Low | Documentation, feature request | < 48 hours |
To get the fastest resolution, include in your message:
- Your account ID or registered email
- The message ID, payment ID, or request ID involved
- The timestamp (with timezone) and the destination country
- The full error response body, if any
Reporting a Security or Privacy Incident
Suspected vulnerabilities or data incidents should go to [email protected]. We acknowledge confirmed incidents and begin customer notification within 72 hours, in line with NDPR, Kenya DPA, and GDPR breach-notification rules.
Self-Service Resources
Many questions are answered faster in the docs:
- Documentation Home
- API Reference
- Pricing Overview
- Compliance & Regulatory Guides
- Status Page — real-time platform and carrier-route health
- FAQ
Service Status
Subscribe to docs status page for incident notifications and scheduled-maintenance windows. You can receive updates by email, SMS, or webhook.
Last Updated: May 2026