Welcome to the Calastone Operations Support Guide. This resource is designed to help you navigate our support channels effectively and ensure your queries are handled promptly and accurately.
Support Availability
Calastone provides 24-hour operational support from Sunday 20:00 to Friday 23:59 (London time).
Support is available during all UK Bank Holidays, except Christmas Day and New Year’s Day.
Should you require any support or access to the system outside of these times, please contact your relationship manager at least 6 weeks in advance.
Email Support & Case Management
All queries should be directed to operations@calastone.com.
To streamline our case management process and ensure clients receive the promptest response, Calastone uses a case management system powered by natural language processing. This system categorises your query and assigns it to the most appropriate team member.
Once your query is allocated and the analyst is actively working on your query, you will receive an acknowledgement email containing:
- The name of the person responsible for your case
- A unique 24-character Case ID for reference in follow-ups via email, Phone or Live Chat
Please note:
- This process is intentionally not automated, so the acknowledgements may not be sent immediately. This will differ from many inbox “bounce back” emails you may receive from other vendors. The acknowledgement gives you confidence that the case is being actively worked on and that you should expect a further response shortly.
- All responses will be sent from operations@calastone.com.
- You may still contact individual team members, but we recommend always including the group address to ensure continuity and ensure the promptest response should the individual not be available.
- For any urgent queries, we recommend dialling one of the regional contact numbers provided below to discuss directly with the team.
Best Practices for Email Queries
To help us support you efficiently, please follow these guidelines:
- Start a new email thread for each new query, using a clear, specific and unique subject line
- Example: Include an order reference or company name in the subject where applicable
- Avoid sending screenshots of text or tables. Instead, copy and paste the content or attach it as a file (not an image). This will enable us to resolve your query more promptly.
- Mention the Calastone product your query relates to
- Examples: Order Routing, Transfers, Reporting
- If calling the Operations team, please ask for the team member named in your acknowledgement email
Regional Contact Numbers
You can reach the Calastone Operations team via the following numbers:
- UK: +44 (0)203 004 6701
- Taiwan: 00801-85-6739
- Australia: 1-800-306-794
- Hong Kong: 800-906-071
- Singapore: 800-852-6899
- US: 1 (800) 986-9415
Please note that all calls are recorded.
EMS Access Portal
Calastone’s EMS (Execution Management System) is a secure online platform that enables clients to monitor and manage the messages processed on their behalf for specific services.
Key capabilities include:
- Real-time visibility into trade status and message flows
- Live communication with the Calastone Operations team via Live Agent
- Secure and efficient data sharing through URLs that are accessible only according to your user profile’s permissions.
🔗 Access EMS here: https://ctn.calastone.com/EMS
Should you require access or would like to arrange a demo of the portal, please contact the Operations team.
Live Agent Support via EMS
You can also contact our Operations team via the Live Chat feature on the EMS platform. If you contact us relating to an ongoing Case, please quote your Case ID to help us assist you more efficiently.