Question 1

How quickly can I get started?

Accepted Answer

Most teams are set up the same day. Create your account, verify your email, pick your number and invite your team - there is no engineer visit and nothing to install on site. On Ultimate, send us your opening hours and menu and we add them to your main number.

Question 2

Do I need any hardware?

Accepted Answer

No hardware is required. Use our desktop, mobile, or web app on your existing devices. If you prefer a desk phone, you can connect your own compatible SIP handset to your extension.

Question 3

Can I keep my existing phone number?

Accepted Answer

Yes. We port numbers in from UK providers - contact us with the numbers you want to move and we will handle the request with your current provider. Keep your existing service active until the port completes.

Question 4

Is there a contract or commitment?

Accepted Answer

No long-term contracts on monthly plans: pay monthly and cancel anytime, and your plan runs to the end of the paid month. Annual plans cost less and run to the end of the annual term.

Question 5

What's included in the free trial?

Accepted Answer

The trial runs for 30 days on Starter allowances: the desktop app, smart voicemail, AI writing help, team chat and 40-minute video meetings. Straight after sign-up you can make test calls to your own mobile once you have verified it. When we have completed our standard business verification checks, the trial adds a business number, outbound calling and SMS, with trial usage caps. Call recording, AI call summaries, meeting recording and top-ups unlock when you choose a paid plan.

Question 6

What AI features are included?

Accepted Answer

Smart voicemail is live on every plan: each voicemail is transcribed and summarised in one line, with the callback number pulled out and urgent messages flagged, in the app and in your email. Your administrator can set it to automatic, on request or off. On Professional and Ultimate, recorded calls also get a transcript with speakers, a summary, action items and the caller's tone, with a monthly AI minutes allowance per user. Writing help in chat and SMS is on every plan (Starter: 50 uses per user per month). Catch me up thread summaries come with Professional and Ultimate, and meeting recaps with Ultimate. Background noise reduction is on every plan, and admins can add 500 extra AI minutes for £10 + VAT from the prepaid wallet.

Question 7

Is there a mobile app?

Accepted Answer

Yes, there are apps for both iOS and Android. Your business number works on your mobile just like your desk, including smart voicemail.

Question 8

Can calls go somewhere different after hours or on holidays?

Accepted Answer

Yes, on Ultimate. Tell us your opening hours and holidays and we set your main number to ring the team during the day, play a menu or take voicemail after hours, and handle bank holidays automatically. Shared numbers ring everyone in the group at once, or in turn, and fall back to a shared mailbox or another team.

Question 9

Do you offer an auto-attendant or phone menu?

Accepted Answer

Yes, on Ultimate. We build a "press 1 for sales, 2 for support" menu for you, with as many levels as you need, your own recorded greeting and a dial-by-name directory. Changes are made by our team on request at no extra cost.

Question 10

What can I do from a desk phone that I can't from the app?

Accepted Answer

Desk phones add call park and retrieve, call pickup for a colleague's ringing phone, intercom between desks, hot desking so any phone becomes yours when you log in, and call forwarding to any number by short code.

Question 11

What happens when we run out of AI minutes?

Accepted Answer

Recordings are still kept; they are summarised once minutes are available again. Admins can add 500 AI minutes for £10 + VAT from the prepaid wallet in Settings → AI. Top-ups apply straight away, expire at the end of the month and are not refundable once applied. Smart voicemail and writing help never use AI minutes.

Question 12

Are there any hidden fees?

Accepted Answer

No setup fees and no line rental. Professional and Ultimate include unlimited UK calling to landlines and mobiles. On Starter, calls beyond the 500 pooled minutes per user are 4p a minute and each SMS is 5p, paid from your prepaid wallet. Extra numbers beyond your allowance are £2 a month (geographic) or £3 a month (mobile). Prices exclude VAT.

Question 13

Do you offer annual discounts?

Accepted Answer

Yes, save around 17% when you pay annually. You can move from monthly to annual billing at any time. Annual plans run to the end of the annual term; a switch back to monthly takes effect at renewal.

Question 14

What does unlimited UK calling mean?

Accepted Answer

Professional and Ultimate include unlimited calls to UK landlines and mobiles for normal business use by each user. It doesn't cover automated dialling, high-volume outbound campaigns, call forwarding services or reselling. If usage is far above normal business patterns we'll talk to you about a better-fitting plan before taking any action. The full wording is under "Fair use of calling" in our Terms of Service.

Question 15

How do meeting minutes work?

Accepted Answer

Video meetings draw on a monthly pool of participant-minutes: each user adds their plan's allowance (Starter 1,500, Professional 3,000 and Ultimate 5,000 per user) to a pool shared by your organisation. One participant-minute is one person in a meeting for one minute, so a 30-minute meeting with four people uses 120.

Question 16

Can I add more users later?

Accepted Answer

Yes, add or remove users at any time. Your billing adjusts automatically - you only pay for active users.

Question 17

How does AymexConnect meet UK telecoms regulation?

Accepted Answer

AymexConnect operates under Ofcom's General Conditions, including emergency services access, CLI verification and number portability.

Question 18

Where is my data stored?

Accepted Answer

Your data is stored in the UK and EU with encryption at rest and in transit. AI transcription and summaries are processed by our sub-processors in the EU and US under data processing agreements, and are never used to train AI models. See the privacy policy for the full list.

Question 19

Can we control how long recordings are kept?

Accepted Answer

Yes. Administrators choose a retention period for call recordings and voicemail, up to your plan's limit (30 days on Starter, 180 on Professional and 365 on Ultimate). Recordings and their transcripts are deleted together when the period ends.

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Questions We GetAsked Most Often

Still Weighing It Up? Try It for Thirty Days

Questions We Get
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