Support
How to reach us, and what happens then
One team, one address, one number. Every request becomes a case with a reference you can quote back, and you can see whether the platform itself is healthy without asking anyone.
The best route for anything that needs a screenshot, a booking reference or a file. It opens a case automatically.
Phone
+971 4 288 3719For something blocking work right now. Dubai landline, answered during the hours below.
From inside CargoSurge
Support in the portal
Raising it from the portal carries your account and the page you were on, so nobody has to ask you which company you are.
Every day, 09:00–18:00 Gulf Standard Time. Outside those hours email still opens a case — it is answered when we are back, and the response times below are counted in opening hours for that reason.
What we commit to
First response, not resolution — how long before a person who can help has read it and replied. We would rather publish a number we hold than a faster one we miss.
| Starter | First response within 1 day |
| Growth | First response within 4 business hours |
| Professional | First response within 2 business hours |
| Enterprise | 24/7 phone support and a dedicated account manager |
Every request becomes a case
You get a reference like CS-4TGD3C — quote it and whoever picks it up has the whole history, including anything you sent before. From the portal you can see its status and every reply without emailing to ask.
References carry no sequence, so yours tells nobody anything about our other customers — and theirs tells them nothing about you.
Check before you ask
If something looks wrong platform-wide, System Health shows current status and every incident from the last 90 days — from the same record our own team works from.
Looking to buy, or asking about pricing? That is [email protected] — a different inbox, so a support question never waits behind a quote.