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Settings : Submitting A Merchant Services Support Ticket

This article contains information on how to submit a support ticket in CardPointe.

Submit a Support Ticket 

Need assistance with CardPointe or have questions about your hardware? We have your back! You can contact our Support team by submitting a support ticket without having to leave the CardPointe application.

You can now submit support tickets to request changes to your merchant account. See Updating Your Merchant Account for more information.

Before You Submit a Support Ticket... 

We encourage you to perform a search on this Support site to see if you can find an answer to your question. If this site does not solve your problem, we welcome your feedback with open arms! Simply click the Send Feedback button at the bottom-right of any page on this site to tell us how we can improve your support experience.

Who Can Submit Support Tickets? 

Any CardPointe user with the appropriate permissions can submit Support tickets in CardPointe.

  • Admin Users
    By default, "Admin" users have the ability to submit Support tickets.
  • Standard Users
    "Standard" users can also submit Support tickets, but they must first have their account permissions updated.

Granting Permission to Submit Support Tickets 

If you are an admin and you wish to grant "Standard" users access to submit Support tickets, simply follow these steps:

  1. Navigate to Administration > Users and select the user that you wish to grant access to submit Support tickets.
  2. Click the Site Permissions tab.
  3. Scroll down and check the box next to Support Ticketing.

  4. Click Update. The user now has the ability to create Support tickets in CardPointe.

Note: If the "Support Ticketing" option does not display on the "Site Permissions" tab, please contact your Partner for assistance.

Creating a Support Ticket 

To create a support ticket in CardPointe:

  1. Navigate to the "Support" tab and click Create Ticket.
  2. If you have multiple merchant locations, you can open a ticket for a specific location by choosing the site from the Location dropdown
  3. Select the purpose of the ticket from the Reason dropdown.
  4. Enter the required information and add attachments to your support ticket.

  5. When finished, click Save to submit the ticket. A member of our support staff will respond as soon as possible. If you would prefer to be contacted over the telephone, please include your contact information in the ticket description.