What is Support Hub and how do I use it?
The Support Hub lets you raise, track, and follow up on support tickets directly within the portal without disrupting your workflow. You’ll find it under the second tab in the Communication Hub panel, making it easy to switch between support and notifications in one seamless view.
Here's how you can access the Support Hub:
What can I do in the Support Hub?
- Filter or sort tickets: Narrow your view using filters for different MLEs (Merchant Legal Entities) and by ticket status (open, closed).
- Search tickets: Know your Ticket ID or subject? Use the search bar to go straight to it.
- Create a new ticket: Click Create New Ticket to raise an issue, request a change, or send a general enquiry. You can add attachments and provide detailed descriptions.
- Track a ticket: Stay updated by selecting a ticket from the inbox list. You’ll be able to view its status, category, and conversation history with our support team.
Ticket statuses are managed by our operations team and cannot be updated manually by merchants.
How do I raise a ticket?
1. Go to Support Hub tab
2. Select Create New Ticket
3. Choose a category
Pick the category that best fits your query so we can route it to the right team:
- Report an Incident – For technical or account-related issues.
- Request Change – To update or change your account information.• General Enquiry – For all other support queries.
4. Fill out your ticket details
To help our team assist you quickly, we’ll ask for the following information:
- Account ID (FMA) – Choose the account tied to the request.
- Issue type – Select from the dropdown options.
- Ticket Subject – Keep it concise and descriptive for easy inbox tracking.
- Ticket Detail – Provide a detailed explanation of the issue or request.
- Attachment – Add screenshots, files or any required documents to support your case.
Once submitted, your ticket will be visible in the inbox list. You’ll receive status updates and can reply directly from the ticket thread.
Be as specific as you can to ensure our team can support you quickly and effectively.