Contact Us Contact Options, Hours, and Response Times
Reaching the right team at SimpleVisa is easy, and doing so quickly ensures your travelers keep moving and your business keeps earning. Below you will find a practical guide to every contact option we offer, our current service hours, and the response-time commitments you can expect in 2025.
Why Clear Contact Paths Matter
- Border-crossing questions can delay bookings or even force cancellations.
- Developers need fast answers to integration questions to stay on schedule.
- Travelers value real-time reassurance when an eVisa timer is ticking.
SimpleVisa’s multi-channel support model is designed to solve each of those scenarios while protecting sensitive data and maintaining compliance.
Contact Options at a Glance
| Audience | Best Channel | Typical Use Case | How to Reach Us |
|---|---|---|---|
| Travel companies (airlines, OTAs, cruise lines, tour operators) | Sales & Partnerships Desk | Book a demo, discuss white-label or API pricing, request an ROI model | Fill out the short form at simplevisa.com/partners or email partnerships@simplevisa.com |
| Developers & product teams | Developer Support | Sandbox keys, webhook troubleshooting, authentication questions | Open a ticket in the Developer Portal or post in the #dev-support Slack channel (invite in the portal) |
| End travelers who used a SimpleVisa widget or partner site | Customer Support | Check application status, edit a submission, payment queries | Use the “Need help?” link inside your confirmation email to open a secure case |
| Press & media | Media Relations | Interview requests, data quotes, speaker engagements | Email press@simplevisa.com |
| Security researchers | Security Desk | Report vulnerabilities or data-privacy concerns | Submit via simplevisa.com/security or email security@simplevisa.com |
1. Sales & Partnership Inquiries
Thinking about adding a visa upsell or replacing a manual workflow? Our commercial team answers questions about:
- Integration models (API, no-code widget, white-label app)
- Go-live timelines and technical prerequisites
- Revenue-sharing structures and SLAs
Expect a personalized reply, often with a calendar link for a discovery call, within one business day.
2. Customer Support for Travelers
If you are a traveler who applied through a SimpleVisa flow embedded on an airline or OTA, the fastest way to reach us is by replying to the application confirmation email. A secure case is automatically created with context (passport country, reference ID, trip date) so our agents can act without asking you to repeat details.
Key points:
- Support is offered in English 24/7; Spanish, French, and Mandarin coverage run 06:00–22:00 UTC.
- Average first-response time during 2025 peak season: 27 minutes.
- For edits inside 48 hours of departure, select the “urgent” flag to escalate to our priority queue.
3. Developer & Technical Support
Product and engineering teams integrating the SimpleVisa API have two dedicated resources:
- A searchable knowledge base with code snippets, OpenAPI specs, and SDKs.
- Real-time help in the gated Slack community. Over 90 percent of questions here are resolved in under four hours.
If your query involves production data, open a ticket in the Developer Portal instead of Slack so we can maintain audit trails and comply with ISO 27001 requirements.
4. Media & Press
Journalists on deadline can mark emails “URGENT – MEDIA” in the subject line. We aim to confirm receipt within two hours during European and US business hours and will work with you on quotes, graphics, and expert commentary on border-tech trends.
5. Security Desk
SimpleVisa operates a responsible-disclosure program. We investigate good-faith vulnerability reports within 24 hours and keep you informed throughout remediation. Full program rules and a PGP key are published at simplevisa.com/security.
Service Hours and Global Coverage
Our teams are distributed across five hubs—London, Nairobi, Singapore, São Paulo, and Los Angeles—to give you near-round-the-clock coverage.
| Region Handling Your Case | Core Operating Window | Languages Supported |
|---|---|---|
| EMEA | 07:00–19:00 UTC | English, French, German |
| Americas | 08:00–20:00 ET (13:00–01:00 UTC) | English, Spanish |
| APAC | 08:00–20:00 SGT (00:00–12:00 UTC) | English, Mandarin, Hindi |
Outside core hours, calls and chats roll to the nearest live hub. Critical queues (payment failures, same-day departures) are monitored 24/7.
Response-Time Commitments
We track support performance in line with industry standards. Current targets (updated November 2025):
- Email/webform first response: < 1 business day
- Live chat median wait: < 2 minutes
- Priority developer ticket (P1 outage): 15-minute acknowledgment, 2-hour workaround
- Security incident acknowledgment: 24 hours
Performance is audited quarterly and published in the Developer Portal.
Tips for a Faster Resolution
- Include your Application Reference ID or Partner ID in the subject line.
- For technical issues, attach request/response logs (masked) or the error code shown in the API response.
- For traveler inquiries, confirm passport number and date of birth match what was entered in the form to prevent identity-verification delays.
- When escalating through multiple channels, note previous ticket numbers so we can merge threads.
Self-Service Resources
Before opening a ticket, you might find an instant answer in one of these repositories:
- Knowledge base: simplevisa.com/docs (searchable articles & how-tos)
- Status page: status.simplevisa.com (real-time system uptime and incident history)
- Blog best-practice library: Electronic Visa Processing 101 and related guides
Staying Updated on Platform Changes
SimpleVisa ships product updates every Wednesday at 14:00 UTC. Release notes land in your inbox if you are a Partner Portal admin, and they are archived in the changelog. For real-time notices:
- Follow @SimpleVisaDev on X (formerly Twitter).
- Subscribe to the RSS feed on our status page.
- Join the monthly “VisaTech Live” webinar—sign-up link is included in release-note emails.
In Summary
Whether you are a traveler checking the status of an eVisa, a developer fine-tuning an API call, or an airline planning a global rollout, the SimpleVisa team is ready to help. Use the contact option that best fits your role, include the key identifiers we have outlined, and you will usually hear from us in well under a business day.
Need to start a conversation right now? Head to simplevisa.com/contact and we will route your request to the right expert immediately.