Technical Support Policies and Procedures
Can I Open a Support Ticket?
Partners
Subject to the terms and conditions of the 3CX Partner Program.
Customers
Available for purchase through your 3CX Account, either as single tickets or bundles of five. Our support is suited for IT admins with networking expertise. If you lack this expertise, contact a 3CX Partner.
Free Trials
Access free Support in our dedicated Trial Forum for the duration of the trial. https://www.3cx.com/community/forums/trials/
Is There a Support Line I Can Call?
There is no support line to call. Please follow the instructions below to open your support ticket. Use the troubleshooting / self-help information below to guide you.
How to Open a Support Ticket
If you have a commercial license running on the latest update, you can open a support ticket in two ways:
- 3CX Admin Console by clicking "Request Support"
- Your 3CX Account
If you have a non-commercial license, you must open the ticket via your 3CX Account.
To help you resolve the issue quickly, include the following information in your ticket.
- License Key
- Description of issue
- Steps already taken
- How to replicate the issue
- Support Bundles and/or Logs, if relevant.
Troubleshooting / Self-Help
Read the documentation
We have a wide range of technical documentation to support you.
Check your Installation
- System installed and configured correctly? Check your admin manual.
- Are you on the latest version?
- Unsupported third party software or hardware? Remove and retest.
- Unsupported SIP Trunk provider? 3CX can’t help!
- Supported third party vendors for SIP Trunks and IP Phones - should be contacted before contacting 3CX.
- Log Files need to be in Verbose mode. Are they?
- Self Hosted or On Premise?
- We can’t offer network level troubleshooting to the firewall or network.
- Use your Hosted NFR to replicate the issue?
- Machines must meet minimum recommended hardware specs.
About 3CX Technical Support Team
3 Levels of Support Offered
- L1. Guidance and advice, management console error prompts and admin mail notifications.
- L2. Available to Silver Partners+ and/or Hosted by 3CX installs and SMB PBXs
- L2. Troubleshooting by checking Wireshark (if needed) and PBX logs
- L3. Available to Silver Partners+ , and/or installs of 20+ extensions and/or Hosted by 3CX installs and SMB PBXs
- L3. Troubleshooting in collaboration with the R&D Team
- L3. Wireshark Analysis only available if a ticket is opened
Note: Technical support tickets are only available for commercial 8SC+ licenses.
Supported SIP Trunks, IP Phones & Configuration Methods
Technical support only for Partners and Customers using supported SIP Trunks, IP Phones and configuration methods.
Multi-Lingual Support
Support provided in the following languages subject to availability: English, German, Italian, French, Greek, Portuguese and Spanish.
SLA’s
- 48 hours upon creation of the ticket
- Tickets are handled within office hours, excluding weekends and international holidays
- Only 1 issue can be raised per ticket
3CX Customer and Partner Forums
The 3CX Forums are an extension of our Support desk - and a great place to engage with the 3CX community. https://www.3cx.com/community/
Support FAQs
What’s not included in 3CX Technical Support?
Support will ask you to clarify your issue. It may be that we cannot assist. Here are some of the most common requests the team cannot assist with: PBXs not on the latest version. Building of CFD projects or Call Processing Scripts. Issues arising from the use of custom templates. Call Control or Xapi API issues and call fraud analysis.
Why do you recommend specific VoIP Providers?
We recommend 3CX Preferred and Supported Providers. Preferred Providers are thoroughly tested with each build of 3CX and require no manual configuration. You can simply plug and play your PBX. Supported Providers are tested and fully compatible with 3CX - including 3CX SMB FREE.
Why does 3CX recommend specific IP Phones?
3CX invests a lot of time into making deployment and management of popular phones very easy. This involves a lot of work in terms of initial and ongoing testing, liaising with hardware vendors, template development, plus the training of our internal teams. This is not possible for all vendors, therefore, we select popular vendors based on product feature sets, pricing, availability as well as the vendor’s support and willingness to work with our team.
Why doesn’t 3CX offer support for STUN configuration of IP Phones?
3CX is designed to be used with SBCs. STUN is less reliable, less secure and more cost intensive to support.
Why doesn’t 3CX provide support for EOL IP Phones and Headsets?
3CX is committed to continuously updating our software to ensure the highest level of security and stability for your UC system. All hardware products, at some point, reach the end of their life cycle and stop receiving updates. For this reason, when a hardware device is flagged as EOL, we can no longer guarantee that it will continue to work on the latest versions of 3CX.
Why doesn’t 3CX offer evaluation support?
Installation and configuration of a complete VoIP Phone System takes time and cannot be included in the cost of a support package. Keep in mind that 3CX cannot be compared to a simple office package, which is easily installed and supported - 3CX is more complex.
Where can I go for questions about the Legacy dedicated Free edition of 3CX?
Please refer to https://www.3cx.com/community/forums/pbx-free/
What support do you offer for 3CX Hosted instances?
For information on 3CX hosting and what’s included, please refer to https://www.3cx.com/ordering/pricing/hosted-info/
Last Updated
This document was last updated 22 April 2026