Submitting a Support Ticket via Partner Portal

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

Sign In to the Partner Portal.

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

Select Support from the top navigation menu.

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.

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.

Review the information, then submit your request.

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

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

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.

Last updated 2 days ago

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