Support.
Get help with Free, governed channels or Microsoft Teams, or ask us about getting started. No account or sign-in is needed.
What do you need help with?
Start with the step you are on, or contact our team. Never send us a sign-in code, recovery key or the contents of a conversation.
I have not received my sign-in code
Check that you entered your own UK mobile number. On the Free sign-up code screen, choose Change number or request a new code to correct it or request another text. The code lasts five minutes. If a code still does not arrive, contact support and tell us roughly when you tried. Never share the code.
I need my Free owner recovery key
Your phone number lets you sign in to your conversations, but it does not grant owner access on a new device. Find the recovery key you saved when you created your workspace. Choose Invite someone for your own workspace in the app and restore your saved recovery key. Passkeys do not replace it. If you cannot find your saved key, contact support for help; do not send us a key.
I am joining someone else's group
Open the invitation they sent you, rather than starting a new workspace. Sign in with the UK mobile number they invited. The invitation expires after seven days. If it has expired or was made for a different number, ask the owner to send a new invitation for your number. Read how Free invitations work.
I manage a channel or use Microsoft Teams
In the client portal, open People and use Find a person by name or phone number to filter staff and guests. For a Teams channel that is not responding, check the setup guidance below. For other channel or portal questions, contact our team with your organisation's name and the step where you need help.
How to reach us
Email: app@chat.org.uk – the fastest route for setup questions, faults and how-do-I questions, including the ComplyChat app for Microsoft Teams.
24-hour voicemail and text: +44 20 3095 1100 – leave a voicemail or send a text at any time.
Privacy and data protection: compliance@chat.org.uk – monitored by the person responsible for data protection at CIaaS Limited.
We aim to acknowledge every support email within one UK working day. Customers with a live subscription get priority; if your organisation has an assigned contact, that route works too, but this page always does.
What to include
The more of this you can give us up front, the faster the first reply is useful:
- Your organisation's name, and whether you are a customer, a participant in someone else's channel, or evaluating.
- Where the problem shows up: the secure web space, the admin portal, or the ComplyChat app inside Microsoft Teams.
- What you did, what you expected, and what happened instead – a screenshot helps, but please blank out message content and personal details before sending.
- Roughly when it happened (date and time, with timezone if not UK).
Please do not email us the content of governed conversations. We do not need it to help, and the record belongs to the organisation running the channel.
The app for Microsoft Teams
The ComplyChat app for Microsoft Teams lets staff answer governed channels from a Teams channel, with every message captured into the organisation's own Microsoft 365 archive. Setup is admin-led: a ComplyChat administrator connects the organisation and maps channels before the app does anything in a team.
- The bot is in a channel but nothing happens: the channel has probably not been mapped yet. Your organisation's ComplyChat administrator maps channels from the client portal; @mention the bot or type help in the channel for a pointer.
- Permissions: the app uses resource-specific consent and reads channel messages only in the teams where a team owner has added and approved it. It holds no tenant-wide permissions. Standard channels only at this version; private and shared channels are not supported.
- Removing it: a team owner can remove the app from a team at any time, and your Teams administrator can remove it from the organisation; capture from that team stops at once.
Anything else Teams-related – installation, the approval prompt, missing messages – email app@chat.org.uk with "Teams app" in the subject line.
Data requests and complaints
To exercise a data protection right (access, erasure, rectification and the rest), or to raise a privacy concern, write to compliance@chat.org.uk. If your request concerns messages in an organisation's governed channel, that organisation is the controller of the record and is usually the right first door – if you are not sure who that is, ask us and we will tell you. The full picture is in our privacy notice.
If we have let you down and you want to complain about the service itself, email app@chat.org.uk with "Complaint" in the subject line and it will reach someone senior.
Who we are
ComplyChat is operated by CIaaS Limited, registered in England and Wales (company number 14519311), C/O Aardvark Accounting, 1 Cedar Office Park, Cobham Road, Wimborne, BH21 7SB. More background: why we built this · how it works · FAQ. The legal detail: privacy notice · terms of service.