Escalation and Support BrandControl

Business Hours

Monday – Friday (5:00 AM – 5:00 PM PST)

NumHub BCID Support

If you have questions about the platform, need support using the white-label portal, want to submit feedback, or require help with BCID™ applications, please contact us directly:

Email: [e-mail]
This will automatically create a support ticket. One of our Customer Experience (CX) Specialists will respond via email as soon as possible.
Our team will escalate your issue internally if needed and stay in touch throughout the resolution process.

You can reach out to us for anything related to:

• Navigating the platform

• BCID™ deal registration or application steps

• Troubleshooting issues

• Providing feedback or suggestions
  We're here to help!

After-Hour and Holiday Support

Leave a detailed voicemail on the 800-RESPORG number. A team representative will return your call within 15 minutes.

Holiday Closures

We are closed on the following holidays (or their observed business days):

• New Year’s Day

• Memorial Day

• Independence Day

• Labor Day

• Thanksgiving Day

• Friday after Thanksgiving

• Christmas Eve

• Christmas Day

• New Year’s Eve

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T-Mobile Branded Calling Support (for Authorized OSPs Only)

If you're an authorized OSP and encounter issues related to branded calling on T-Mobile devices, you may reach out to T-Mobile directly:

Email: [e-mail]
Important:

• This contact is for authorized OSPs only. Do not share this email with enterprise customers.

• If you’re reporting issues on behalf of an enterprise, you must submit the request yourself.

Always CC: [e-mail]
This ensures NumHub (your onboarding agent) can assist and monitor the issue.

Suggested Email Subject:
Need Assistance – [Your Company Name]

Recommended Email Template: (Copy, paste, and fill in the fields)

Hi Branded Calling Support,

We are currently experiencing an issue related to BCID™ and would appreciate your assistance. Please see the details below:

Issue Summary:
[Briefly describe the issue you're encountering]

Device Model:
Software Version:
Origination Phone Number (number that made the call):
Destination Phone Number (number that received the call):
Date and Time of Call:
Additional Comments / Screenshots:

Please advise on next steps. Thank you!

Best regards,
[Your Name]
[Your Company Name]

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CTIA BCID™ Ecosystem Support

If you require technical support, clarification, or have questions regarding the BCID™ ecosystem directly from CTIA, you can submit a request via their official support portal:

CTIA Support Form: Submit a request to CTIA Branded Calling ID Support

Before contacting CTIA, we recommend reaching out to NumHub Support first. Many issues can be resolved quickly by our CX team without the need for external escalation.

Ticket Submission Process

• Submitting the form generates a Zendesk ticket.

• You’ll receive an automatic email confirmation with your ticket number.

• A CTIA support agent will follow up via email to resolve the issue or request more information.

• Once resolved, you’ll be notified and the ticket will be closed.

Required Fields on the Zendesk Form:

Be sure to complete each field accurately for faster resolution:

• Email: Use your company email address.

• Company Name: Enter your organization’s name.

• Ecosystem Role: Select all applicable roles (e.g., Onboarding Agent, Vetting Agent, Signing Agent, OSP, TSP).

• Category: Choose the ticket category that best matches your issue (e.g., API Failure, Ecosystem Questions, Certificate Inquiry).

• Urgency: Choose from:

  • Low/Informational

  • Normal

  • Critical/Urgent – for severe system-wide issues only.

• System Impacted: Select from BCID Platform, STI-CA, or General Ecosystem.

• Environment: Indicate whether the issue occurred in Test, Staging, or Production.

• Subject: Write a short summary of the issue.

• Description: Provide detailed explanation of the issue.

• Attachments (Optional): Add screenshots or documents if needed.

24/7 Critical Issue Support

If your issue involves any of the following, select “Critical/Urgent” on the form. This will trigger a 24/7 emergency escalation:

• Enterprise Account API Failure

• BCID Upload / Data Download / Logo Download API Failures

• Confirmation API Failure

• STI-CA Production Network Failure

You will receive a response within 15 minutes, and resolution will be initiated immediately.

Standard tickets receive a response within 8 business hours (M–F, 9AM–5PM ET).

Frequently Asked Questions

Q: What if I need to update a submitted ticket?
A: Reply to the confirmation email you received after submitting. All updates are tracked in the same thread.

Q: Can I monitor ticket progress?
A: Yes — each ticket includes a direct link to track status and communicate with the assigned agent.

Q: What if I accidentally submit a duplicate ticket?
A: Simply respond to the duplicate ticket email and let CTIA know it was sent in error.