---
title: "How to Get Support"
slug: "get-support"
description: "Ways to get help with your issue or contact our Support Team."
tags: ["Support Ticket", "support", "support case"]
updated: 2025-10-21T20:13:41Z
published: 2025-10-21T20:13:41Z
canonical: "support.bcmone.com/get-support"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://support.bcmone.com/llms.txt
> Use this file to discover all available pages before exploring further.

# How to Get Support

### Browse our Knowledge Base

The best and fastest way to find any assistance is to browse our [Knowledge Base](https://support.flowroute.com) that you are currently using. You can find the most common solutions, technical configurations, best practices, API references, costs, and carrier-required fees in this portal. The Knowledge Base also offers a generative AI search tool that provides personalized answers in addition to links for suggested articles based on your search queries.

### Send Us an Email

[***support@flowroute.com***](mailto:support@flowroute.com)

**In order to achieve a faster and more accurate support response, please follow our best practices while submitting your request:**

- **Authorization:** Supply your account Auth information so that Support can easily locate your account: Email address on your Flowroute Account + Tech Prefix (an 8-digit number that can be located on your [Dashboard](https://manage.flowroute.com/accounts/profile/)).
- **Call Examples:** When submitting an issue with calls, always provide us with a call example. A good call example must:
  - Be less than 24 hours old, because most of our carriers only store logs for 24 hours and it's critical when the issue requires escalation to external peers.
  - Contain FROM and TO numbers, the TIMESTAMP along with TIMEZONE, CALL-ID (you can find "sip_callid" value in [CDR Report](https://support.bcmone.com/flowroute-support/docs/call-detail-record-cdr-reports)), the detailed DESCRIPTION of the issue (one-way-audio/dead-air/fast-busy/etc., error-code/message), and any other information you believe can help us to investigate this issue.
- **Screenshots:** When submitting an issue with the UI, please provide us with screenshots and steps to reproduce this issue along with your troubleshooting experience.