Want to evaluate IllyVoIP before adding funds? Contact our support team to request test credit and explain the services you want to try. Requests are reviewed individually; credit is not guaranteed or automatically available to every registration.
We focus on being close to our clients
You can reach us through the support options currently listed in the Portal and on our website. Opening a ticket while signed in keeps the request connected to your account.
How to apply for test credit
- Sign in and open Support.
- Choose the option to create a new ticket.
- Explain what you plan to test: for example, calling destinations, a SIP trunk or messaging. Include relevant business details, but never include your password.
- Submit the ticket. Our team will review your request and reply with the outcome and any conditions.
If credit is approved, follow the team's instructions and review the relevant rates before using it. Verification and service restrictions still apply. For help preparing your first call, see the signup, SIP setup and routing-plan guides.
For other specific needs
For higher call capacity, business routing or an integration evaluation, include your expected volume and destinations in the support request so the team can advise you.
Follow a support ticket
Open Support tickets, find the relevant conversation and read the latest reply before sending an update. Use the status filter and page controls if it is not on the first page. Reply in the existing ticket for the same issue so the troubleshooting history stays together.
Include evidence that helps
- Describe what you expected and what happened, with steps to reproduce it.
- Include the date, time and timezone, affected service and public call, message, order or transaction reference.
- For an app problem, include the device, operating system and app version. For browser problems, include the browser and page.
- Use a cropped screenshot or an attachment when the form offers it. Remove unrelated customer data first.
Never send passwords, one-time verification codes, API keys, webhook signing secrets or full payment-card details. If you accidentally exposed a credential, secure it through the relevant account controls and tell Support what happened without repeating the secret.
Keep the result clear
When asked to retry, report whether it worked and provide the new time or reference. A successful retry is useful evidence, but also mention whether the original problem returns. Avoid opening several tickets for the same incident; update the existing conversation with any important new details.
Attach evidence from the IllyVoIP app
In the Android app controls reviewed for version 1.0.46, build 272, both new tickets and replies to existing tickets can include files. Prepare a small, relevant screenshot or document first and remove credentials, verification codes and unrelated customer information.
- Open Support in the app. For an existing issue, open its ticket rather than creating another conversation.
- For a new ticket, complete the offered subject, priority, issue type, message and related call-reference fields as appropriate. Describe the problem before adding files.
- Use the attachment action to open the device file picker. Select the intended accessible files and review the filenames in the form.
- Remove an accidental file before submitting. A cloud file that is not available locally may need to finish downloading before the picker can supply it.
- Submit once, wait for the result and open the resulting ticket or refreshed reply.
Check attachments separately from the ticket message
The ticket or reply can be saved while one or more attachments need attention. Read any attachment notice instead of assuming that a successful message means every file uploaded. Open the saved conversation and check which attachments are present. Do not recreate a successful ticket merely because an evidence file is missing.
- If a file did not attach, keep the existing ticket reference.
- Correct the file issue or choose a smaller, supported file as directed by the error. Do not rename an unsupported file extension to disguise its content.
- Reply in the same ticket with the missing evidence and explain what it relates to.
- For an uncertain upload response, check the saved attachments before sending the same file again.
Preview and download evidence
Use the attachment in the ticket to open its preview when supported, or the download action to save it through the device’s offered workflow. Preview availability can differ by file type and platform. A failed preview is not automatically proof that the attachment was never saved; inspect the ticket and download result separately.
If you leave a new-ticket form with edits, read the unsaved-changes prompt. Keep the app version, relevant incident time and public service reference in your message so Support can connect the evidence to the right event. These attachment steps do not alter test-credit eligibility or guarantee that a credit request is approved.
Reviewed 12 October 2026 against the current IllyVoIP controls, implementation and applicable references. Available options depend on account permissions and service state.