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Contact us

Email

hello@custral.com
Best for anything that isn’t urgent: bugs, questions, billing, feature requests.

Phone

+1 (917) 924-5861
Monday–Friday, 9:00 AM – 6:00 PM ET.
Something broken right now? Check status.custral.com first, if it’s a known incident, it’s already being worked on and you don’t need to write in.

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What to include

The single most useful thing you can send is the request id. Every Custral error carries one, and it points us straight at your exact call instead of a class of similar ones.
1

Grab the request id

It looks like req_2a1f9c8e7b6d5. In the app it’s shown in the error toast; over the API it’s the reqId field on every response, success or failure. See Requests & responses.
2

Say which workspace

Its name is enough. If you belong to more than one, tell us which. The same account can look very different across workspaces.
3

Say what you expected

What you did, what happened, and what you expected instead. A screenshot of the screen you were on usually saves a round trip.
In the app, Settings → Client Settings → Report a bug attaches your recent in-app logs automatically. It’s the fastest way to send us something reproducible.

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Try these first

Most issues land in one of these areas, and each has a troubleshooting table of the symptoms we see most, with the cause and the fix:

Email

Sync, sending, threading, and connected mailboxes.

Deliverability

Mail that sends but doesn’t arrive: SPF, DKIM, DMARC, reputation.

SMS

Delivery failures, A2P registration, throughput limits.

Voice

Calls, recording, voicemail, and caller ID.

Workflows

Automations that don’t fire, or fire twice.

Reporting

Charts that look wrong, empty, or out of date.

AI auto-fill

Agents that don’t run, or fill the wrong value.

Your account

Sign-in, two-step verification, sessions, and notifications.

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Building on the API

For questions about the REST API, the SDK, the CLI, or MCP, email the same address and mention that it’s a developer question. It routes to the same place, but the detail we need is different:
  • The endpoint and method you called.
  • The reqId from the response.
  • The error code. See Errors for the catalog.
If an endpoint you need doesn’t exist yet, say so. The /v1 surface grows from what people actually ask for.

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Reporting something sensitive

For a suspected security issue, email hello@custral.com with “Security” in the subject and we’ll route it straight away. Please don’t post details publicly until we’ve had a chance to respond. To delete your account, see Deleting your account. You don’t need to contact us for that.