Submitting a Support Ticket via Merchant Portal

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

1

Sign In to the Merchant Portal.

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

2

Select Support from the left navigation menu.

3

Select the option that best describes your request under "How can we help you?

Note: Make sure you select the correct Merchant ID with the physical address from the Home screen before submitting a ticket.

4

Select the most relevant description under "Choose the best description of this issue."

5

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, and WEBP.

6

Review the information, then submit your request.

If you upload an unsupported file type, you'll see an error message. Ensure all required details are accurate before submitting to avoid processing delays.

7

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

8

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.