> ## Knowledge Base Index > Fetch the complete knowledge base index at: https://help.tunl.to/sitemap.xml > Use this file to discover available pages before exploring further. > Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash). # 🧑‍💻 How to Request Support from TUNL Support Team # **🧑‍💻 How to Request Support from Our Support Team** We’re here to help! To make sure we can resolve your issue as quickly as possible, please follow these steps when reaching out: ### **1️⃣ Share the basics** **When you contact us, please include:** * 📦 Shipment tracking number (if it’s about an order/shipment) * 📝 Clear description of the issue * 📷 Screenshot or photo (if relevant) ### **2️⃣ Use the right channel** * ✉️ Email us: * 📞 WhatsApp: +27833215407 **👉 We don’t have a call line.** If we find that these channels aren’t doing the job, we’re absolutely open to setting up a call — but we’ll always start here to keep things streamlined. We’ve found these channels let us: * ⚡ Resolve issues quickly * 🤝 Loop in the right people behind the scenes * 🗂 Keep a clear record of what’s been handled * This way, we can provide consistently excellent support to our wonderful merchants. 💙 ### **3️⃣ Be specific** The more detail you give, the faster we can solve it. Example: ❌ “My package is late.” ✅ “Shipment 1Z15EE130396540424 to the US hasn’t moved since 3 Oct — can you check with UPS?” ### **4️⃣ Stay updated** * 🔔 We’ll notify you once we have an update. * ⏳ Some issues take a little longer (e.g., carrier investigations), but we’ll keep you in the loop. | 👉 Pro tip: Always include the shipment tracking number first — that helps us help you much faster. 🚀 --- ### 🤝 On the Scale Plan: Your Personal Account Manager Every TUNL plan gets support through the channels above. If you're on Scale, you also get a personal account manager as your direct point of contact, who gets in touch after you sign up. * ✉️ Email us: * 📞 WhatsApp: +27833215407 --- ### 🕘 Support Hours Our team is available: **Monday to Friday, 9:00 AM – 5:00 PM (SAST)** We’re offline on weekends and public holidays - but we’ll get back to you as soon as we’re back! --- ### 🚀 Support That Moves With You TUNL isn’t your average logistics provider - we’re your partner in global growth. We’re here to make international shipping for South African SMEs simple, seamless, and even enjoyable. Whether you’re navigating customs, calculating landed costs, or looking for affordable courier options, we’ve got your back. Need help? Just give us a shout - we’re never more than a message away. --- ### 🦸‍♀️ Have more questions? We're here to help! If you run into any issues or have questions, reach out to our support team via Whatsapp [**here**](http://wa.link/gpiyz3) or email . **Please help us help you by rating this article below. Was it useful? Your feedback means a lot to us!** --- Keywords: Support, customer support, request help, get help, shipment issues, tracking problems, WhatsApp support, email support, no call line, contact TUNL, merchant support, customer service, support channels, report issue, how to contact TUNL, ask a question, resolve shipment delays.