---
title: When to Contact Your Client Administrator First
description: "Not every issue needs to go straight to J-Cred support. In many organisations, the fastest first step is your own client administrator or internal responsible person. ## Start with your client administrator when - You are unsure whether you should…"
url: "https://j-cred.co.za/zh/helpcenter/when-to-contact-your-client-administrator-first/"
updated: "2026-03-30"
category: "Support & Troubleshooting"
---

# When to Contact Your Client Administrator First

Not every issue needs to go straight to J-Cred support. In many organisations, the fastest first step is your own client administrator or internal responsible person.

## Start with your client administrator when

- You are unsure whether you should have access to a workflow.
- You need help understanding how your organisation uses references or case numbers.
- You are not sure whether a request type is appropriate for your process.
- You need an internal decision before support can act.

**Escalate externally when:** The issue is platform-related, needs supplier follow-up, or requires formal support, complaint, or dispute handling.

**Need help?** Email [support@kto.co.za](mailto:support@kto.co.za) or [support@j-cred.co.za](mailto:support@j-cred.co.za), call [+27 10 224 0589](tel:+27102240589) during 9AM to 5PM CAT, or log a clear support request with your Search ID and internal reference where applicable.