**Contact Telvio** > Get in touch with the Telvio team. Email support@telvio.app for questions about the app, calling rates, billing, or technical issues. Source: https://telvio.app/contacts/ # Contact us Have a question about Telvio? Need help with your account or a recent call? Reach out and we will get back to you. ## Email [support@telvio.app](mailto:support@telvio.app) For billing questions, technical support, rate inquiries, or general feedback. We typically respond within 24 hours. ## Common topics Call quality issues Include your device model and connection type Billing and purchases Refunds are handled by Apple/Google Rate inquiries Check the rates page first for current pricing Feature requests Tell us what you need ## Helpful links [Calling rates →](https://telvio.app/rates/) |[Pricing →](https://telvio.app/pricing/) |[Privacy policy →](https://telvio.app/privacy/) |[Terms of service →](https://telvio.app/terms/) ## Ready to start calling? Download Telvio free. One minute included, no registration needed. [Download Telvio](https://telvio.app/download/) ## What to write to us about Support is one inbox, read by the people who build the app. There is no ticket tier and no chatbot in front of it, which means a detailed message gets a detailed answer and a one-line message gets a request for details. The four things worth including in a first message: what you were trying to do, the number you were calling in full international form, roughly when you tried, and what happened instead. With those, most problems are diagnosable on the first reply. Without them the exchange takes three. | A call failed or dropped | Send the destination number in full international form and the approximate time. Most failures are one of three things — a trunk prefix left in the number, a destination we do not route to, or packet loss on your own connection — and the number alone usually identifies which. | | --- | --- | | A rate looks wrong | Tell us the country and what you were charged. Rates on the site are read from the same file that prices the app, so a genuine mismatch is a bug worth finding. Note that landline and mobile are priced separately in most countries. | | A page has a mistake | Country codes, area codes and dialling rules change, and we would rather hear about it than not. Corrections are made in place and the article's date moves when the content does. | | A refund | Purchases go through the App Store, so refunds are handled by Apple under their policy rather than by us. Apple's *Report a Problem* page is the route. We can help you establish what happened on the call first, which is usually what the request needs. | | Press or partnership | Same address. Include what you are working on and a deadline if you have one. | ## What we cannot help with - **Someone else's calling app.** We are happy to explain how VoIP billing or numbering plans work in general, and the guides on this site do that at length, but we cannot see another provider's account. - **Identifying who called you.** We do not have access to any operator's subscriber records, and neither does any tool that claims to for free. What the [number validator](https://telvio.app/tools/phone-number-validator/) can tell you is the country and whether the number is shaped like a mobile or a landline. - **Unblocking a number or a network.** Some countries restrict VoIP termination at the network level. Where that is the case the call fails for everyone, and no setting on either end changes it. - **Recovering a call recording.** Telvio does not record calls, so there is nothing to recover. That is a design decision rather than a limitation. ## Response times and what happens next Most messages are answered within one business day. Anything that needs a carrier to investigate a route takes longer, because the answer depends on somebody else's timeline; we say so rather than going quiet. If your message describes a bug, it either gets fixed or gets an explanation of why it will not be. Both are answers. What does not happen is a message closed without a reply. The company behind the app is Vast Flow, LLP. Our privacy policy sets out what data the app holds — deliberately very little, since there is no account — and the terms of service set out the rest. ## Three things worth checking before you write 1. 1 ### Re-read the number Paste it into the [number validator](https://telvio.app/tools/phone-number-validator/). It will tell you the country the code belongs to, whether the length is plausible for that country, and whether the leading digits mark it as a mobile or a landline. A surprising share of "the call will not connect" turns out to be a trunk prefix left in place — the leading 0 that belongs to domestic dialling and must be dropped from an international number. 2. 2 ### Test the microphone If people can hear you but you cannot hear them, or the other way round, the [microphone test](https://telvio.app/tools/mic-test/) takes ten seconds and separates the two. It also catches the two problems a call will not report: an input level too low for anyone to understand, and a Bluetooth headset that has dropped into hands-free mode, which degrades audio in both directions. 3. 3 ### Try a different network Voice needs very little bandwidth but is intolerant of packet loss. If a call breaks up rather than failing outright, switching between WiFi and mobile data for one test call identifies which side is losing packets faster than any amount of description can. ## Your data, and what there is to ask about Telvio has no account, which shapes every answer in this area. There is no email address on file, no password, no verified phone number and no profile. Payment is handled by Apple, so no card details ever reach us, and calls are not recorded, so there is no audio to hold, hand over or lose. What that leaves is a small amount of technical data needed to place a call and to bill for it correctly, set out in full in the [privacy policy](https://telvio.app/privacy/). Because there is no account, a request to delete your data has an unusual answer: for most people there is nothing to delete beyond what is already local to the device, and uninstalling the app removes it. This site itself runs anonymous usage analytics, which is disclosed in the same policy. It has no access to anything typed into the free tools on this site — the number validator, the cost calculator and the microphone tests all run entirely in your browser with no upload. If you have a question that the privacy policy does not answer, the same address handles it. A specific question gets a specific answer rather than a link back to the policy you already read. ## Bottom line One inbox, read by the people who write the code. Include the destination number in full international form, the rough time, and what happened; that is usually enough to answer on the first reply. Refunds go through Apple because the purchase does. Corrections to anything on this site are welcome and are made in place rather than argued about. One request that helps more than any other: send the destination number in full international form, with the country code and without the domestic trunk prefix. It identifies the country, the line type and the likely failure mode in a single line, and it is the difference between a first reply that answers the question and a first reply that asks for more detail. We answer in English. Messages in other languages are answered too — machine translation is good enough now that a detailed message in any language beats a vague one in English — but a reply may come back in English, and technical terms will stay in it. If you are writing about something time-critical, say so and say when. A message that needs an answer today gets one; a message that does not is answered in order. We would rather be told which it is than guess. ## Frequently asked questions How do I contact Telvio support? By email to support@telvio.app. There is one inbox and it is read by the people who build the app, with no ticket tiers and no chatbot in front of it. Most messages are answered within one business day. What should I include when a call fails? The destination number in full international form, roughly when you tried, and what happened instead of the call connecting. With those three, most failures are diagnosable on the first reply — usually a trunk prefix left in the number, a destination we do not route to, or packet loss on your own connection. How do I get a refund for Telvio credit? Through Apple, because the purchase is theirs. Apple's Report a Problem page is the route, and their refund policy applies. We can help establish what happened on the call first, which is usually what the request needs to succeed. Can you tell me who called me from a number? No. We have no access to any operator's subscriber records, and neither does any free tool that claims otherwise. What our number validator can tell you is which country the number belongs to and whether its leading digits mark it as a mobile or a landline. I found a mistake on one of your pages. Will you fix it? Yes, and we would rather hear about it than not. Country codes, area codes and dialling rules change, and a change we have not caught is a mistake rather than a judgement call. Corrections are made in place, and the article's date moves when its content does. Who is behind Telvio? Vast Flow, LLP. The app is published on the App Store and payment is handled entirely by Apple, so no card details reach us. Editorial responsibility for this site sits with a named person rather than a brand — see the author page. --- HTML version: https://telvio.app/contacts/ Structured data for this site: https://telvio.app/api/v1/openapi.json · https://telvio.app/llms.txt Free to quote and reuse with a link back to the source URL above (CC BY 4.0).