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Support

If something goes wrong while you use the santral.la web panel, the web phone or the apps, look at the steps below first.

Ask your company’s administrator first

santral.la accounts are opened and managed by the administrator of the company that uses the service. Your extension, your call permissions, call forwarding and ring settings are decided by your company’s administrator, and only the administrator can change them. Your own password and your two-step verification are yours to manage.

Common situations

I cannot sign in

  • If your account is new, set your password with the link in the invitation e-mail.
  • If you forgot your password, ask your company’s administrator to reset it; a link to set a new password is sent to your e-mail address.
  • If your verification code is not accepted, make sure your device sets its clock automatically. If you cannot reach your authenticator app, use one of your recovery codes; without them, your administrator can reset your two-step verification.

The status says “Not connected”

  • Check your internet connection; reload the page, or close the app and open it again.
  • On an office network a firewall may block the connection; try another network and tell your administrator what happened.

An incoming call does not ring

  • Check that notifications and the microphone are allowed for the browser or the app, and that your device is not muted.
  • When and in which order calls reach you is decided by your company’s administrator.

The other side cannot hear me

  • Check that the microphone is allowed and that the right microphone or headset is selected.

I cannot call outside numbers

  • Outbound calls are allowed by your company’s administrator. Without that permission the option to place a call is not shown.

The problem stays

  • In the app, “Send diagnostics” under Settings › About sends the app’s log of the moment of the problem to your company’s administrator. Addresses, phone numbers and session keys are taken out of the log before it is sent; what you send is kept for 30 days.

Write to us

Where your administrator cannot help, you can write to our support team: [SUPPORT E-MAIL]. Please name your company, say when and on which device the problem happened and quote the error message on the screen, if there is one.

Never share your password, your verification codes or your setup QR code with anyone; our support team does not ask for them.

Deleting your account and your data

santral.la accounts are opened by the company that uses the service (usually your employer); you cannot open one yourself. The company is the controller of the personal data in your account and in its phone system, and santral.la processes it on the company’s instructions. Your company has agreed in advance that you may delete your own account in the ways below.

  1. In the app: Settings › Delete my account. Enter your password or the code sent to your e-mail address and confirm.
  2. In the web panel: open the account deletion page, sign in, enter your password or the e-mail code and confirm. The same page opens from Profile in the panel.
  3. If you cannot sign in: ask your company’s santral.la administrator to delete your account. If you cannot reach the administrator, write from the e-mail address of your account to [SUPPORT E-MAIL]; we pass your request on to your company and tell you the outcome.

After you confirm

  • Your account is disabled at once, you are signed out on every device and you can no longer sign in.
  • Your personal details are deleted within 14 days. You and your company’s administrator receive an e-mail about it.
  • This cannot be undone. If you need access again later, your company’s administrator can add you again.
  • If your company has a documented legal duty to keep your data longer (a court order, for example), the deletion waits until that duty ends; your account stays closed meanwhile. The wait does not cancel your request.

What is deleted

  • Your name and e-mail address (replaced by a pseudonym that identifies nobody), your password and your two-step verification.
  • The device records of your account (app sessions, push token, device security signals), your online-time records and the diagnostics you sent.
  • The IP addresses, networks and browser details in your sign-in history; your failed sign-in records.
  • Your name and e-mail address in the activity log.
  • Your e-mail address where it was entered as the notification address of a voicemail box of your company (taken out as soon as you confirm; the messages in the box stay with the company).

What stays with your company

  • The extension belongs to the company and can be given to another user.
  • The company’s call records and, where the company turned recording on, call recordings and voicemail are kept for the retention period the company set; after the deletion they no longer carry your name.
  • Directory records only you could see are handed to your department or to an administrator.
  • Copies in backups are deleted when the backups’ retention period ([BACKUP RETENTION PERIOD]) ends.

Deleting only some data without deleting the account can be asked for as well: for example anonymising the call records of one phone number and deleting the recordings and voicemail of that number. Send that request to the administrator of the company concerned, who does it in the web panel.

Your rights

Your rights over your personal data and how to exercise them are set out in the privacy policy.