What are Support Cases?

Support Cases is a secure service for creating and tracking support-related requests. Instead of sending and receiving regular emails, you can now create a Support Case from the Support Center. Using Support Cases provides a more streamlined and efficient way of handling and reviewing all your support requests. It also allows for automatic user authentication using your Merchant Interface credentials to login and Customer Support can quickly identify you based on your login credentials.

 

How do I access Support Cases?

You can access Support Cases in two ways:

1. Go to the Support Center
   • Click Sign In at the top right.
   • Sign in using your Merchant Interface credentials.
   • Once signed in successfully you will automatically be taken back to the Support Centers authenticated view.
   • You will then see the option for Support Cases at the top which allow you to create new or view Support Cases. 
   • Additionally, you will continue to have access to the Knowledgebase Articles.
2. If you are already logged into the Merchant Interface, follow the directions below:
   • Click Contact Us at the top.
   • Then click Support Cases under Create and Manage Support Cases on the next window.
   • You will then be taken back to the Support Centers authenticated view.
   • You will then see the option for Support Cases at the top which allow you to create new or view Support Cases. 
   • Additionally, you will continue to have access to the Knowledgebase Articles.

Which account users can use or access Support Cases? Which account users can see all Support Cases on my account?

All Merchant Interface account users can access and use Support Cases. However, only Account Owners and Account Administrators can review all Support Cases for your account. Transaction Managers and Account Analysts will only be able to see Support Cases they have opened.

 

How do I create a new Support Case?

1. Access and log into the Support Center directly or thru the Merchant Interface.
2. Click Support Cases at the top of the Support Center.
3. Under Create A Case click on the Support Case type needed.
   • General Support - Support Case for general questions, requests or issues.
   • Processor Update - Support Case requesting to update/change the processor connection on your Authorize.Net Merchant Account. For more information please see: How can I change or update the processor connected to my payment gateway account? - This is a merchant specific Support Case type.
4. Complete the required fields for the Support Case type.
5. When entering the Subject and Description, Article suggestions will display on the right hand side.
   • If files or screenshots need to be attached this can be done after the case is submitted.
   • If additional files need to be submitted, ensure they are not under the same file name as the current ones in your Support Case.
6. Click Submit to complete creating your Support Case.
7. You will next see your submitted Support Case and can then add any needed attachment.
8. Additionally, further comments/updates may also be added.

1. Access and log into the Support Center directly or thru the Merchant Interface.
2. Click Support Cases at the top of the Support Center.
3. Under View Cases click Existing Cases.
4. You will then see the cases your id/account has submitted. Clicking on the case # will open the Support Case and its details.
   • If you are an Account Owner or Account Administrator, click All Cases you will now see all Support Cases submitted under your account.
5. You can then review the responses provided and add additional information or attachments as needed when responding back.