Contact Support

Submit a ticket to our Support team through our platform or email us.

Before you begin

Before contacting us, note the following points:

• To ensure we can assist you effectively, please submit your queries in English.

• Consider browsing our Frequently Asked Questions to see if your question has been answered.

Contact us through email

You can contact us through email at [e-mail].

Create a support ticket

You can create a support ticket from within the Client Portal.

Follow these steps to create a ticket:

1. Sign in to your account.

2. From the main menu, navigate to Help > Help + Support.

3. Click Submit a Ticket.

4. On the Submit a Ticket page, provide the details of your issue.

5. (Optional) Click Select Files to upload documentation that might help us understand and resolve your issue quickly.

6. Click Send. If the Send button is unavailable, make sure you've entered the required information.

After you click Send, a confirmation message is displayed stating that your ticket has been created.

View your support tickets

You can view your support tickets on the Help + Support page.

Follow these steps to view your tickets:

1. Navigate to the Help + Support page. The page displays all tickets that you've created.

2. (Optional) Use the search filters to find a specific ticket.

3. Click the ticket you want to view or click View in the Actions column. The details page of your selected ticket opens. On this page, you can view the following sections:

   1. Status and Messages: Displays one of the following statuses and message history:

      • Requested - Indicates that the ticket is waiting to be processed by a member of the support team.

      • Information needed - Indicates that we require additional information from you to proceed further.

      • In progress - Indicates that a Support associate is working on your ticket.

      • Resolved - Indicates that your ticket is closed. After a ticket is closed, you cannot reopen it or add new messages or attachments.

   2. Ticket Information: Displays the general details of your ticket, including:

      • Ticket number - A unique identifier for your ticket.

      • Type - The type of ticket.

      • Category - The ticket category.

      • Submitted - The date when the ticket was created.

      • Last updated - The date when the ticket was updated, for instance, the status was changed or new files were attached.

      • Who is this issue for - The email address of the individual who created the ticket.

      • Requester - The name of the individual who created the ticket.

   3. Ticket Attachments: Displays your file attachments and allows you to upload new files by clicking Select files.