---
title: "Creating a Customer Support Ticket"
source_url: https://docs.rapyd.net/en/creating-a-customer-support-ticket.html
lang: en
---

# Creating a Customer Support Ticket

Connect with our support team.

## How to Submit a Support Ticket

1. Sign in as described in [Signing In to the Client Portal](https://docs.rapyd.net/en/signing-in-to-the-client-portal.md "Signing In to the Client Portal") and click on the question mark icon in the upper right corner.

   ![submitting-a-support-ticket-flow-1.png](image/img-fc9de2c54d2a7cb1a9cc007a183d3a3c.png)
2. Select the **Contact support** menu item from the dropdown menu..

   ![submitting-a-support-ticket-flow-3.png](image/img-ad433aa0a4cea5c9c9468f865b5f9ff7.png)
3. The **Communication center** page appears.

   ![submitting-a-support-ticket-flow-2.png](image/img-6e74c81fc1b95774776c25baddab3281.png)
4. The **Contact support** panel appears.
5. Complete the Description field, and click **Next**.

   ![submitting-a-support-ticket-flow-4.png](image/img-80321158c6fb8521990288b4a8977987.png)
6. Complete the following required fields:

   - **Category** - general, technical, or financial query
   - **Environment** - Production or Sandbox
   - **Subject** - The subject of the ticket
   - **Discovery date** - The time frame when the issue was discovered
   - **Total transaction value** - The value of the affected transaction
   - **How many transactions or users were affected** - Single, Partial, All, or Not relevant
   - **Token** - Paste the relevant transaction token for the affected transaction
7. Click **Next**.

   ![submitting-a-support-ticket-flow-5.png](image/img-27ce5b446cc5b7778de1ceabdf0cb9f6.png)
8. (Optional) Upload any relevant files for your support ticket by clicking the **+** button.

   ![submitting-a-support-ticket-flow-6.png](image/img-2d02d8980086bb06d07710cbfc39faeb.png)

   > **Tip:**
   >
   > You can upload a variety of file types to your support ticket. These file types include: PDF, JPEG, PNG, CSV, XSL, and XLSX.
9. Click **Submit**.

You can follow up an urgent ticket with our support hotline:

| Location | Phone Number |
| --- | --- |
| United States | +1-209-638-4373 |
| United Kingdom | +44 20 3398 1076 |
| United Kingdom | +44 20 3744 3095 (POS support) |
| Singapore | +65 6016 3021 |