Submitting a Support Ticket via Partner Portal

Clearent offers a Support feature in the Partner Portal to submit support tickets. You can submit a Support Ticket by following these steps:

1

Sign In to the Partner Portal.

To learn how to Sign In to the Partner Portal, refer to Accessing the Portals.

2

Select Support from the top navigation menu.

3

Select either Yes or No for "Are you requesting support on behalf of a Merchant?” based on the request type.

• Select No option to submit requests that only Partners can make, either on behalf of a merchant’s business or for your own business. The requests include merchant pricing changes, account change requests, questions about residuals, 3rd-party products or terminals, tax information, or training requests.

• Select Yes option to submit requests that both Partners and Merchants can make on behalf of a merchant’s business, such as PCI compliance inquiries, terminal support, tax documentation, transaction issues, batches, or fee questions.

Note: If you select Yes, the system shows support ticket types available to merchants. To learn more, refer to the Types of Support Tickets.

4

Enter the required information for your request.

• Some requests require file attachments to help the Support Team review your case.

• You can upload up to 10 files per request, with a total combined file size limit of 20 MB.

Supported file formats include CSV, XLSX, XLS, PDF, JPEG, PNG, JXL, AVIF, WEBP, DOCX, HEIC, HEIF, and DOC.

5

Review the information, then submit your request.

If you upload an unsupported file type, you'll see an error message.

6

A success page appears with a "Thank you for contacting us!" message confirming your request is submitted.

7

You will receive a no-reply email with escalation details and next steps.

The email includes your case number, which you can use to check the status of your request.