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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 your support ticket history.

Support

Navigation

You can find the Support page by clicking on Support under My Account 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.

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.

Next, you can write down an expansive and detailed message regarding the issues you are experiencing using the text box underneath the category tiles. When you are finished with your message simply click on the blue Submit Ticket button on the right of the text box, to send the ticket to our Support team.

Support History

You can locate the full history of all your support tickets on the Support History table at the bottom where you can see the Date/Time, Reference Code, Case Subject, and the Status of the ticket. Using the filter found 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.

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:

 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.

 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 detailed step-by-step information to assist you with the usability of our features on our website.

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