Support Case
Last updated: 2026-10-02
Your channel for contacting the admin/support team when you run into a problem or have a question, with real-time status tracking.
Support Case
When you run into a problem, or have a question you need the admin team's help with, this page is the main channel for reporting it and tracking progress — like opening a ticket and chatting directly with the support team through the web page.
Screenshot
| Number | What it is |
|---|---|
| 1 | Filters: status, search, time range |
| 2 | "Create Case" button |
| 3 | Table columns: reference number, subject, status, priority, requester, created/updated date |
What you can do here
Create a new case
Click "Create Case" and fill in:
| Number | What it is |
|---|---|
| 1 | Subject — the topic (required, max 200 characters) |
| 2 | Priority — cards for selecting one of 4 priority levels |
| 3 | Description — a rich-text box for describing the problem (images can be attached) |
- Subject (required, max 200 characters) — keep it short but clear about the problem
- Priority (required) — choose from 4 levels:
- Low — general questions or suggestions
- Medium (default) — general issues
- High — issues affecting transactions
- Critical — the system is unusable or down
- Description (required) — describe the problem in as much detail as you can in the text box (you can attach images). The more information you provide, the faster the team can help — for example, when it happened, what you were doing right before you hit the problem, and any error messages you saw.
Click Submit to create the case — you'll be taken back to the list page with the new case shown.
Track a case's status
| Status | Meaning |
|---|---|
| New | Just created, not yet picked up by anyone |
| Open | The team has taken on the case |
| In Progress | Being actively worked on |
| Waiting for Customer | The team is waiting on more information from you |
| Resolved | Fixed and complete |
| Closed | The case is closed |
| Cancelled | The case was cancelled |
Chat with the support team
| Number | What it is |
|---|---|
| 1 | Case info — reference number, organization, priority, creator, created/last-updated date |
| 2 | Problem description (the description entered when the case was created) |
| 3 | Conversation — your messages (Merchant) appear on the right in green, messages from the team (Admin) appear on the left |
| 4 | Reply message box |
Open a case to view its details and talk with the team in a chat-style thread — your messages appear on the right, messages from the team appear on the left. Type your message in the box below and click send. To reply to a specific message, hover over it and click "Reply" to reference that message in your response.
Good to know
- Once a case is closed with status Resolved or Closed, you can no longer send messages on that case — if you have a related issue, create a new case instead.
Related pages
- Audit Log — supporting information that's useful when reporting a technical issue