This article explains how to use Support Cases in Authorize.net, including who can access them, how to create and manage cases, and which account users can view all cases.

What are Support Cases?

Support Cases provide a secure and efficient way to create and track support-related requests in Authorize.net. You use your Merchant Interface credentials for authentication, allowing Customer Support to quickly identify your account and assist you faster.

Accessing Support Cases

You can access Support Cases through the Support Center or directly from the Merchant Interface. The steps differ based on your interface version:

• Direct Support Center Access (New Experience 2.0 and Classic 1.0):
  1. Go to the Support Center.
  2. Click Sign In (top right corner).
  3. Click Merchant Sign In.
  4. Enter your Merchant Interface Username and Password, then select Log In.
  5. After signing in, you see the authenticated Support Center view with the Support Cases option at the top.
• Merchant Interface Access:
  • New Experience (2.0):
    1. Sign into the Merchant Interface.
    2. Click Help (top right corner).
    3. Click Contact Us.
    4. You are redirected to the authenticated Support Center view with the Support Cases option at the top.
  • Classic Experience (1.0):
    1. Sign into the Merchant Interface.
    2. Click Contact Us (top right).
    3. Click Support Center under Contact Support.
    4. You are redirected to the authenticated Support Center view with the Support Cases option at the top.

Which account users can use or access Support Cases?

All Merchant Interface account users can access and use Support Cases. Only Account Owners and Account Administrators can review all Support Cases for your account. Transaction Managers and Account Analysts can only see Support Cases they have opened.

How to Create and Manage Cases?

1. Once logged into the authenticated Support Center, select Support Cases at the top.
2. Select the type of case:
   • General Support: For general questions, requests, or issues.
   • Processor Update: To request an update or change to the processor connection. For more information see: How can I change or update the processor connected to my payment gateway account?
   • Apply for ECC: For requesting special access and permission to be able to perform unlinked credits/refunds.
3. Complete all required fields for the Support Case.
4. Select Submit to finalize creation.

Reviewing, Updating, and Adding Attachments

• To review a case: Select Support Cases > View Cases. Select a case number to view details.
• To add more information: Update the existing case instead of creating a new one.
• To add an attachment: Open the case and select the option to add an attachment at the bottom of the Case Details page.

Support Case Statuses

Supported File Types for Attachments

• Compression Files: .7z, .arj, .deb, .pkg, .rar, .rpm, .tar.gz, .z, .zip
• Data Files: .csv, .et, .ett, .xls, .xlsx, .xlt
• Documents: .as, .asl, .doc, .docm, .docx, .dot, .dotm, .dotx, .htm, .html, .msg, .pdf, .pdx, .rtf, .txt, .wpd, .wps, .wpt, .xps
• Images: .bmp, .cdr, .dcx, .gif, .ico, .jpg, .jpeg, .pct, .pic, .png, .rgb, .sam, .tga, .tif, .tiff, .wpg
• Developer Files: .asp, .aspx, .cfm, .cgi, .pl, .css, .htm, .html, .js, .jsp, .php, .py, .xhtml, .pcap, .json, .xml, .config, .props, .properties, .java, .cs, .vb, .tcp, .tcpdump, .cap, .pcapture
• Presentation Files: .dps, .dpt, .pot, .potx, .pps, .ppt, .pptm, .pptx

Troubleshooting/FAQs

• If you cannot see all Support Cases, check your user role. Only Account Owners and Account Administrators can view all cases.
• If you cannot add an attachment, ensure the file type is supported.