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Support Shortcut

Overview

The support page is your home of contacting us through different methods such as LiveChat, creating where you can contact us for assistance. You can use LiveChat, create a ticket, requesting a feature, and calling us. You can also see listed a history of all your support tickets

Support

Table of Contents

Create A Support Ticket

Support History

LiveChat

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 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. 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.

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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 button is designated for account-related issues.

Any other questions fall under General query.

Please provide as much detail as possible when reporting an issue using the text box underneath the category tiles. Submit your message by clicking the blue 'Submit Ticket' button on the right of the text box. Our Support team will work on resolving your issue.

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Support History

To access a record of all your support tickets, please check the Support History table located at the bottom of the page. Here you can find the Date/Time, Reference Code, Case Subject, and Status of each ticket. You can also use the filter option located above the support history table 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.

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FAQ

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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.

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

If you are unable to contact support, you can try to resolve your issues by referring to our website's detailed step-by-step user guides that can help you with usability. These guides cover various features and should provide you with the necessary assistance to resolve your issues.