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

After signing in, 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. These 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 will display the available support ticket types from Merchant’s perspective. To learn more, refer to the Types of Support Tickets.

4

Enter the required details for your request.

• Some requests need support 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 details and submit your request.

If you upload an unsupported file type, an error message appears.

6

A success page appears with a "Thank you for contacting us" message confirming your submission.

7

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

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