How to Submit a Support Ticket via the Support Portal

The Merchant Support Portal is the recommended way to contact our Merchant Support team for operational and transaction-related issues. Submitting tickets through the portal helps us track, prioritise, and resolve your requests more efficiently.

Submitting a Ticket

1. Sign in to the Help Centre

   • Go to the Merchant Support Help Centre

   • Click Sign in in the top-right corner

   • Sign in using your corporate email address

   Signing in allows you to track your tickets and see requests submitted by others in your organisation.

2. Click “Contact Support”
   Once signed in, select Contact Support to open the ticket submission form.

3. Fill in the Ticket Form
   Provide as much detail as possible, including:

   • A clear description of the issue

   • Mercuryo transaction ID (if applicable)

   • Any relevant screenshots or attachments

4. Submit the Ticket
   After submission, your ticket will be created in our system and assigned a ticket ID.

    

After You Submit a Ticket

• You can:

  • View ticket status, priority, and updates in Requests

  • Reply to the ticket directly from the portal

  • Continue the conversation via email if preferred

• All replies and status changes are synced between the portal and email.

• If you are part of an organisation, you can also see all support requests submitted by your organisation, not just your own.

If You Can’t Sign In

If your email address has not yet been added to your organisation:

• You can still contact support without signing in using your corporate email by submitting the form

• You will receive responses via email

• Portal access can be enabled later once your email is added.