Aura is an emergency response platform, and the most important thing about its published contact details is what they are not for. The number below is a business line covering sales, support and partnerships. In an actual emergency the response is dispatched through the Aura app rather than by telephoning the Johannesburg office.
Official contact channels
- All business functions, one number: 011 568 4268, or +27 11 568 4268 from outside South Africa
- Help and support: [email protected]
- Press and media: [email protected]
- Response network and supply: [email protected]
- South African office: 4th Floor, 44 Melrose Boulevard, Birnam, Johannesburg, 2196
Aura lists five separate functions on its contact page, covering sales, the response network, media, careers and help and support, and prints the identical telephone number against every one of them. The mailbox is what actually distinguishes them, so choose the address rather than assuming the phone will route you to the right desk.
One note on the domain. The address aura.services redirects to aurasos.com, which is the current site, and the mailboxes all sit on the aurasos.com domain. Both belong to the company, but anything arriving from a different domain in this name does not.
What this organisation provides
Aura provides on-demand emergency response: personal safety summoned at the tap of a button, property protection with on-demand alarm response, and around the clock response with local escalation across multiple countries.
It is a platform rather than a security company in its own right, and the distinction matters when something goes wrong. Aura runs a response network that security providers apply to join, alongside technology products that include APIs, a white-label app, a central management hub and operational tools for response teams. The responder who actually arrives is generally a member of that network rather than an Aura employee, and Aura is the platform that dispatched them.
That is why [email protected] exists as a separate route. Security providers wanting to join the network use it, and it is not a customer support address.
Address and operating information
The South African office is on the 4th Floor at 44 Melrose Boulevard, Birnam, Johannesburg, 2196. No operating hours are published for the office or for the business telephone line.
Note the asymmetry there. The response service is described as running 24 hours a day, but the business line is not published as a 24 hour number, so do not plan on reaching 011 568 4268 outside ordinary working hours. If the matter is urgent and concerns an incident in progress, the app is the channel that is designed to be answered at any hour.
Support and escalation routes
Route by what you actually need. An emergency in progress goes through the app. A problem with an account, a subscription or a service that failed goes to [email protected] with the date and time of the incident. A security provider wanting to join the network uses [email protected], and press enquiries go to [email protected].
Where a complaint concerns the conduct of a responder rather than the platform, there is a regulator above both. Private security service providers in South Africa must be registered with the Private Security Industry Regulatory Authority, so a complaint about how a responder behaved can go to PSIRA in addition to Aura, quoting the name of the company that actually attended. Establish which company that was, because it is the registered provider rather than the platform that PSIRA regulates.
For a billing or service complaint that Aura has not resolved, the Consumer Protection Act applies and the National Consumer Commission at [email protected] is the external route once the company has given its final answer.
Sources
- aurasos.com contact page, for the telephone number, all four mailboxes, the five published functions and the Johannesburg office address
- aurasos.com product and response network pages, for the description of the platform, the response network and the technology products
All contact details on this page were read from the company own website and verified on 2 September 2026.