We at Superfone try to be as transparent as possible with our customers. We are the only provider in the market to publish our pricing details, features list and clear policies on our website. 

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In the same spirit, we are sharing some important details that you need to know before you activate your Superfone account. This is to avoid any confusion going forward.

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ACCOUNT ACTIVATION PROCESS

• e-KYC by the business owner is mandatory. 

  • It needs to be done via the Superfone app only using digilocker otp method. 

  • Offline KYC documents (aadhaar soft copies / photos) are not accepted.  

• Business verification is mandatory. 

  • List of accepted documents is here: https://www.superfone.in/activation-process

  • If GST is available, you can do it in 2 minutes via Superfone app.

  • For all other documents, reach our Customer Care whatsapp channel [ 🟠HELP ]

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NO REFUNDS

• Given the sensitivity attached to phone numbers, we do not have a refund policy. 

• Once the number is activated for your business, we cannot use the same number for other businesses immediately. Hence, no refunds will be issued under any circumstances. 

• Please make use of our free trial facility, or attend a live demo session before making a purchase

• No refund is applicable for Whatsapp Business API service as it is not charged separately

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SETUP TIME (only for All-in-One Lite & All-in-One Pro plans)

• Setup for CRM integrations & Whatsapp API setup may take up to 5 business days and depends on your availability.

• You need to bring mandatory documents & details. Read here for more details

• If there are issues during setup, it may take more time

Whatsapp API setup and usage

• Whatsapp API setup and usage depends on the policies of Meta (the owner of Whatsapp). 

• As per Meta's policy, GST is mandatory to activate Whatsapp Business API

• Any issues related to Whatsapp API setup, account ban, display name or errors in sending bulk messages, you will need to get in touch with Meta Direct Support. These are controlled only by Meta. Our team will guide you through this process, but you will need to raise the ticket. 

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CUSTOMER SUPPORT CHANNELS

1. Superfone Customer Care whatsapp channel:

   • Click  on [ 🟠HELP ] in the Superfone app to reach our Customer Care Whatsapp

   • The user who is facing the issue should reach the HELP channel from the app on their own phone. This will help in technical troubleshooting. 

   • You can reach to our [ 🟠HELP ] channel for any setup related questions or requests as well (like CRM / Whatsapp app / Whatsapp API / IVR etc)

   • Our team responds within 15 to 30 minutes, from 10AM to 9PM Monday to Sunday, excluding public holidays
      

2. Email support: hello@superfone.in

   • Please allow up to 1 business day hours to respond to your email. 

   • If the issue requires urgent attention, please reach our Superfone Customer Care whatsapp channel [ 🟠HELP ] 

 

Please note: Given the technical nature of the product, we do not have a Phone Support channel / call centre. If you want a callback, please ask our team by messaging at our Customer Care whatsapp [ 🟠HELP ]. While we try to call within 1 hour, it may take up to 8 business hours. 

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