Versions Compared

Old Version 14

changes.mady.by.user Sara Jacobs

Saved on

compared with

New Version Current

changes.mady.by.user Sara Jacobs

Saved on

Key

  • This line was added.
  • This line was removed.
  • Formatting was changed.
Image Removed

Support

Table of Contents

Overview

The support page is

your home for contacting us through different methods such as LiveChat, creating a ticket and requesting a feature. You can also see

where you can contact us for assistance. You can use LiveChat, create a ticket, request a feature, or view your support ticket history.

Support

Table of Contents

Navigation

You can find the Support page by clicking on Support under Payment Operations operations on the left-hand navigation bar.

Additionally, you can use the support shortcut found on the top right of your portal symbolised as a blue ? Logo.

LiveChat

You can quickly connect and speak to one of our Support members via LiveChat.

Image Removed

You can access LiveChat by clicking the blue chat box icon on the bottom right of your portal - this button is present on all your portal pages.

BBefore starting a chat, please provide your name and email address so we can follow up on your issue if necessary.

Image Added

Image Added

Image Added

Create A Support Ticket

The top of the page displays four tiles of categories to select from that you may have issues regarding.

If you require technical assistance due to one of our features being unable to execute your request, create a ticket using the Terminal button.

The Gateway button can assist you in creating a ticket regarding any transitionary or connectivity issues.

The Account

Admin

admin button is designated for account-related issues.

Any other questions fall under General

Query.Next, you can write down an expansive and detailed message regarding the issues you are experiencing

query.

Please provide as much detail as possible when reporting an issue using the text box underneath the category tiles.

When you are finished with

Submit your message

simply click on

by clicking the blue 'Submit Ticket' button on the right of the text box

, to send the ticket to our

. Our Support team will work on resolving your issue.

Image Removed
Image Added

Support History

You can locate the full history

To access a record of all your support tickets

on

, please check the Support History table located at the bottom

where

of the page. Here you can

see

find the Date/Time, Reference Code, Case Subject, and

the

Status of

the

each ticket.

Using

You can also use the filter

found

option located above the support history table

, you can also filter through the tickets for either all your companies or ones of your choice.

LiveChat

You can quickly connect and speak to one of our Support members via LiveChat. You can access LiveChat by either clicking on the Request A Feature button found on the top of the Support page or by clicking the blue chat box icon located on the bottom right of your portal - this button is present on all pages of your portal.

Before starting a chat, you are requested to fill our your name and email address so that we can contact you again regarding your issue if needed.

Image Removed

Image Removed

to sort the tickets by company or specific search criteria.

Support Shortcut

Blue call logo at the top right panel of the portal.

  • Contact us via telephone - 0345 481 2178.

  • Contact us by starting a LiveChat with one of our support team members.

  • Contact us by creating a support ticket where you can type down your queries in full detail. If you have a particular and detailed question that our LiveChat feature can’t satisfy, you can create a support ticket.

  • View our Knowledge Base for all of our support documents.

FAQ

:

Image Removed
Image Added

How long can I expect to wait to hear back regarding a Support Ticket I have created?

You can expect to promptly receive a reply within 24 hours from one of our Support team members as solving your issues and providing you with the smoothest customer experience is our main priority. However, wait times may vary depending on the volume of tickets we receive.

Image Removed
Image Added

I am unable to come into contact with Support are there any other means that I could use to resolve my issues?

Yes, our user guides for the various features have

If you are unable to contact support, you can try to resolve your issues by referring to our website's detailed step-by-step

information to assist

user guides that can help you with

the usability of our features on our website

usability. These guides cover various features and should provide you with the necessary assistance to resolve your issues.