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: Ensure you have selected the correct Merchant ID with the physical address from the dropdown on 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 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, and WEBP.

6

Review the details and submit your request.

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

8

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.