Cleo customer service phone number (24/7): practical guidance for consumers and businesses

Executive summary and scope

As of my last verification (June 2024), the consumer-facing Cleo budgeting/AI assistant and the enterprise company Cleo (integration/enterprise software) operate separate support models. The consumer app typically routes support through in‑app help, email, and a public help center; it does not publish a general 24/7 public phone line for non‑enterprise users. Enterprise customers who purchase Cleo Integration Cloud or managed services commonly receive dedicated 24/7 phone support as part of a contracted Service Level Agreement (SLA).

This article explains how to determine whether a 24/7 phone number exists for your Cleo relationship, where to look for it, what to prepare before you call, realistic SLA expectations (response and resolution targets), how to escalate, and how to verify any phone numbers to avoid fraud. It is written for both individual users seeking immediate help and IT or procurement teams managing enterprise contracts.

Where to find an official Cleo 24/7 phone number

For consumer Cleo: check the official app and the consumer Help/Contact pages. The consumer brand typically uses domains such as meetcleo.com for product information and a help center linked from the app. If you open the Cleo app (iOS or Android) and tap Help or Settings → Contact, the app will route you to the correct in‑app chat or show the official contact form. If a public phone number is offered, it will be listed on the same official domain and in the mobile app.

For enterprise Cleo customers (Cleo Integration Cloud / Cleo Business), look in three places: (1) your signed contract or Statement of Work (SOW) — the exact phone number and escalation matrix will typically be included; (2) the Cleo customer portal for your organization (often contains an SLA and contact card); (3) the corporate domain cleo.com, which lists enterprise sales and support contacts. If you are an admin for an enterprise account, your onboarding packet should contain a 24/7 emergency hotline number and the account manager’s direct line.

Typical SLA expectations and response times for 24/7 support

Enterprise SLAs commonly define severity levels (e.g., Sev 1 – production down, Sev 2 – major functionality impaired, etc.) and assign response and resolution targets. Typical enterprise SLA examples you should expect to find in a Cleo-managed contract are: initial response within 15–60 minutes for Sev 1 incidents, an interim update every 1–4 hours until resolution, and a target resolution window between 4 and 24 hours depending on the incident scope. Uptime commitments for managed services are often stated in percentages (e.g., 99.9% monthly uptime) with credit mechanisms for SLA breaches.

Consumer support metrics are different: in‑app chat or email channels often promise first response times measured in minutes (for chat) to 24–72 hours (for email/support tickets). If you require guaranteed 24/7 phone access, that is usually available only under a paid enterprise agreement or a premium support add‑on that will be documented in your contract with an exact phone number and hours.

What to prepare before you call (essential checklist)

• Account identifiers: exact email address on file, account ID, and username — this speeds verification and case creation.
• Transaction evidence: transaction IDs, timestamps (YYYY‑MM‑DD HH:MM in your local timezone), screenshots of erroneous balances, and bank statement lines showing the disputed entries.
• Device and environment details: app version (e.g., Cleo v5.8.2), OS and version (iOS 17.4 or Android 14), mobile carrier or network, and whether you use a VPN.
• Error messages and logs: exact text of errors, HTTP codes if you’re integrating via API, and any log excerpts provided by the Cleo/partner dashboard.
• Contract and SLA references (enterprise): contract number, SOW date (DD/MM/YYYY), and any previously assigned ticket numbers or severity classifications.
• Preferred contact channels and timezone (e.g., “UTC‑5, available 09:00–17:00”) to coordinate follow‑ups and hands‑on troubleshooting.

How to verify an official phone number and avoid scams

Always verify any phone number you find by cross‑referencing it against the authoritative corporate website (consumer: meetcleo.com; enterprise: cleo.com) and the contact details inside the official mobile app. Official communications will come from corporate domains (for example, an email from @meetcleo.com or @cleo.com) and will not ask you to provide full card numbers, PINs, or one‑time passwords over the phone. Legitimate support will ask for limited identity verification (last 4 digits of card, registered address, or a security phrase) and will never ask you to transfer money to a third‑party account.

If given a toll‑free number, note the format: US/Canada toll‑free numbers commonly begin 1‑800/888/877 etc.; international formats use + and country code (for the UK: +44 800 or 0800). Example safe formats (not actual numbers) include +1‑800‑XXX‑XXXX (toll‑free US) or 0800 123 4567 (UK toll‑free). If a number is unfamiliar, call it using a trusted connection (landline/Wi‑Fi calling) and confirm the voice agent references your account and ticket number before disclosing any verification details.

Escalation path when phone support is not 24/7 or is ineffective

If you cannot reach an appropriate Cleo phone support line or your issue is unresolved, escalate using the documented channels: (1) submit a formal support ticket through the consumer help center or enterprise portal; (2) contact your account manager or the support escalation email provided in your SOW; (3) for enterprise customers, use the designated escalation matrix (phone → email → senior operations contact → VP of Customer Success). Keep records of all interactions (time, agent name, ticket ID).

If the issue involves financial loss or suspected fraud and Cleo’s channels are unresponsive, follow regulatory escalation steps: in the UK use the Financial Ombudsman Service (https://www.financial-ombudsman.org.uk) and in the US consider filing with the Consumer Financial Protection Bureau (https://www.consumerfinance.gov). For chargebacks, contact your bank immediately — most banks require chargeback initiation within 60–120 days of the transaction date depending on card network rules.

Practical tips on costs, timing and alternatives to calling

International calling costs vary: toll‑free numbers are generally free from the indicated country, but calling a foreign direct number can incur per‑minute rates (e.g., $0.05–$1.00/minute depending on carrier). If you do not have a verified 24/7 phone number, prefer in‑app chat (lower risk, encrypted) or scheduled callbacks to avoid high international tolls. Keep a secure, dated copy of every support exchange in case you need to prove timelines for refunds or SLA credits.

Finally, maintain a small “support folder” with screenshots, ticket IDs, contract excerpts (for enterprise customers), and key contacts. When a genuine 24/7 phone number is provided in your contract or portal it will be accompanied by an escalation matrix and SLA hours — treat those documents as the authoritative source and store them with your procurement and IT operations records.