You're looking at your new Support Portal. We designed this place to provide a more efficient support option for our customers. The current Support Portal contains: a FAQ and a Customer Portal for support requests.
You can search our FAQs to learn more about the products. If you cannot find an answer, please submit a support request. Please note that you do not need to register to submit a support ticket.
If you would like to track your requests status in our Support portal, you can sign up for a new support account by providing your name and email address. After signing up, you will receive a welcome email message that will ask you to verify you email address and also create a password so that you can sign in your Support portal.
You can definitely submit a ticket without creating an account. However, we highly recommend registering an account with our Support portal. Doing so will give you the following benefits:
- Submit tickets without being prompted to provide your email address
- Track your tickets in our Support Portal
Submitting a support request
To submit a support request, click Submit a request at the top of our Support Portal page.
1/ Add an email address in the CC option to copy a user on the ticket. To copy multiple users, use a comma to separate each email address.
2/ Enter a subject with description of the problem, the required connected account ID, transfer ID, and facilitator account ID (if applicable). You can also attach additional files in the request form. The file size limit is 7 MB.
3/ Click Submit.
Tracking your support requests (only available to registered users)
To track your support requests, click your profile icon on the upper-right side of the Support Portal Page, and then click Requests.
By default, the page displays all requests that you have submitted. To filter your requests by status, select a request status from the Status menu.
- Open is a ticket that has been assigned to an agent who is working to resolve it.
- Awaiting your reply is a ticket that has been assigned to an agent, but the agent is waiting for more information from you before resolving the ticket.
- Solved is displayed when work on the ticket is complete.
To search your requests, enter a search term in the Search Requests box. You can use ticket property keywords in your search, if you'd like.
To see details about a request, click the request title.