Frequently Asked Questions
Can't find what you need? Contact our support team and we'll get back to you promptly.
Please follow these steps to reset your password:
1. Visit clientportal.m3st.co.uk
2. Enter your email address
3. Click the Forgot your Password link
4. An automated password reset email will be sent to your registered email address
If you don't receive the email within a few minutes, please check your spam folder. If you're still having trouble, contact us at [email protected].
To add a new IP address to your account:
1. Log into the Client Portal
2. Navigate to the Authenticated IPs tab
3. Submit your new IP address request via the form
Once your request has been actioned by our team, you will receive a confirmation email. Changes are typically processed within one business day.
Accounts are automatically deactivated when your credit balance reaches zero. Live calls will be suspended until a payment is made.
To reactivate your account:
1. Log into the Client Portal
2. Select the Payment Tab on the left-hand side of the portal home page
3. Make a payment using your preferred method
Your account will be reactivated as soon as the payment is processed.
Real-time Call Detail Records (CDRs) are available directly within your Client Portal. Simply log in and navigate to the CDR section to pull off live reports, filter by date range, and export data.
If you need help setting up scheduled reports, please contact [email protected].
Inbound DID routing can be managed directly through the Client Portal. You can repoint a DID to a new destination in real time without needing to contact the support team.
If you encounter any issues, raise a support ticket at [email protected].
We recommend allowing up to 72 hours for bank transfer payments to appear in your account.
If you need to top up your account instantly, you can do so by:
âĸ Paying by credit or debit card through the Client Portal
âĸ Paying via PayPal
Both options are available in the Payment Tab of your Client Portal and are processed immediately.
We currently accept the following payment methods through the Client Portal:
âĸ Bank transfer (please allow up to 72 hours to process)
âĸ Credit or debit card (processed instantly)
âĸ PayPal (processed instantly)
All payments are made through the Payment Tab within the Client Portal.
M3ST operates on a prepay credit model. Calls are billed in real time at 1/1 second intervals, accurate to 4 decimal places â meaning you only ever pay for exactly what you use with no rounding up.
You can monitor your usage and remaining balance at any time through the Client Portal.
To help us investigate quickly and efficiently, please include the following details on all support tickets:
âĸ The number dialled
âĸ The time and date the call was attempted
âĸ The return/error code received
âĸ A trace route of the call
âĸ A summary of the issue
Send all reported issues to [email protected] with the above information included.
Your SIP credentials and configuration details are available within the Client Portal. You will find your SIP username, password, and server details in your account settings.
If you need help with a specific platform or PBX configuration, please contact our technical team at [email protected] and we'll be happy to assist.
Please work through the following checklist before raising a support ticket:
1. Check your account balance â confirm your account has sufficient credit in the Client Portal
2. Check your IP address â ensure your current IP is registered under Authenticated IPs
3. Check your SIP credentials â verify your username, password and server settings are correct
4. Check network connectivity â confirm you have a stable internet connection with no firewall blocking SIP ports
If the issue persists after checking all of the above, please raise a ticket at [email protected] with as much detail as possible.
M3ST uses the following standard ports:
âĸ SIP signalling: UDP 5060 / TCP 5060 / TLS 5061
âĸ RTP media: UDP 10000â20000
Please ensure these ports are open and not blocked by your firewall or router. If you are using a NAT device, ensure SIP ALG is disabled as this can cause call quality and connectivity issues.
Poor call quality is most commonly caused by network issues rather than the M3ST platform. Please check the following:
âĸ Bandwidth: Ensure you have sufficient upload and download bandwidth â VoIP calls require approximately 100kbps per concurrent call
âĸ Latency: High latency (above 150ms) can cause echo and delay
âĸ Packet loss: Any packet loss above 1% will impact call quality significantly
âĸ SIP ALG: Disable SIP ALG on your router if enabled
âĸ QoS: Enable Quality of Service (QoS) on your router to prioritise VoIP traffic
If you've checked all of the above and quality issues persist, please send a support ticket to [email protected] with a trace route and sample call times.
âī¸ UK Outbound Dialling Regulations
M3ST Ltd adheres to all applicable UK telecommunications regulations and requires all clients to do the same. The key regulations governing outbound dialling in the UK are:
- The Communications Act 2003
- The Privacy and Electronic Communications (EC Directive) Regulations 2003 (PECR)
- Ofcom's Statement of Policy on the Persistent Misuse of an Electronic Communications Network or Electronic Communications Service
Full details of Ofcom's persistent misuse policy can be found at www.ofcom.org.uk. Clients found to be in breach of these regulations may have their services suspended.
Yes. Under PECR, it is a legal requirement to screen your outbound call lists against the Telephone Preference Service (TPS) register before making unsolicited direct marketing calls to individuals.
You can register your business and screen numbers at www.tpsonline.org.uk.
Failure to screen against TPS can result in enforcement action by the Information Commissioner's Office (ICO). M3ST requires all clients making marketing calls to comply with TPS obligations.