Submitting a Support Ticket via Merchant Portal
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Clearent offers a Support feature in the Merchant Portal to submit support tickets. You can submit a Support Ticket by following these steps:
Sign In to the Merchant Portal.
Select Support from the left navigation menu.
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 screen before submitting a ticket.
Select the most relevant description under "Choose the best description of this issue."
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.
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.
A success page appears with a "Thank you for contacting us" message confirming your submission.
You will receive a no-reply email with escalation details and next steps.