Wefone Helpdesk
We're here to help you get the most from Wefone.
Whether you're setting up SmartSim for the first time, fine-tuning your call flows, or exploring integrations, our UK-based team is here to make things effortless.
You can reach us by phone, email, or WhatsApp.
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Our Support Promise
We believe support should be simple, responsive, and personal.
Available Hours
Monday–Friday
8:30am–5:30pm (UK time)
Out-of-hours cover for priority incidents
We provide:
- Email & Ticket Support for technical and billing queries
- Live Chat for quick help
- Remote Help Sessions for setup and training
- Priority SLA Response for business-critical issues
Every contact is tracked and assigned to a specialist who understands your setup, no scripts, no call centres, just real people who care about getting things right.
Knowledge Base Highlights
Getting Started
- Setting up SmartSim on iPhone & Android
- Activating your Wefone account
- Adding extensions and users
Configuration & Features
- Creating call flows and IVRs
- Using Wefone with Microsoft Teams, Zoho, or HubSpot
- Voicemail, hunt groups, and call recording
Troubleshooting
- Common network or SIM issues
- Call quality tips
- Number porting FAQs
Feature Requests & Feedback
We love hearing from customers who want to make Wefone even better.
If you've got an idea, suggestion, or feature request, tell us!
Your feedback shapes what we build next.
Service Status
We take reliability seriously.
Our UK platform is monitored 24/7 with 99.99% uptime.
Check live status or subscribe to updates:
Meet the Team Behind the Helpdesk
Our support team isn't outsourced, it's part of who we are.
Based across the UK, our engineers, account managers, and service desk specialists work side-by-side with our developers and network team to make sure every issue is resolved quickly and clearly.
It's like having your own telecoms team, just one that answers faster.
, IT Director, Professional services company
Support SLAs & Escalation
We log, monitor, and track every issue to ensure quality of service.
If something needs escalating, we don't hide behind tickets, we pick up the phone and get it done.
Standard SLA Summary
| Priority | Response Time | Target Resolution |
|---|---|---|
| P1 – Critical | 1 hour | 4 hours |
| P2 – Major | 2 hours | 1 business day |
| P3 – Standard | 4 hours | 2 business days |
Full SLA terms available upon request.