Why create a ticket?

Support tickets are the official way to get help from NeroPAY. They ensure:

1. Tracking & Accountability – Every issue gets a case number so nothing is lost.
2. Faster Resolutions – The right team (security, payments, compliance, etc.) sees your case.
3. Clear Communication – All updates, replies, and attachments are in one thread.
4. Priority Handling – Urgent or security-sensitive issues can be flagged as high priority.
5. Audit Trail – You have a record of reported issues, timelines, and resolutions.

When should you create a ticket?

You should open a ticket whenever you need official support beyond basic FAQs or live chat. Common reasons include:

1. Security – suspicious activity, account compromise, fraud attempts, vulnerability reports.
2. Payments – failed transactions, chargebacks, payout delays, refund issues.
3. API & Integrations – webhook errors, authentication issues, SDK bugs.
4. Account & Compliance – KYC verification, account access, regulatory questions.
5. Bugs & Outages – platform errors, dashboard glitches, or performance problems.
6. General Queries – anything not covered in documentation (best practices, feature use, guidance).

Step 1 – Go to Support Cases

1. Sign in to your NeroPAY dashboard.
2. Open Support Cases. You’ll see a table with columns like Subject, Status, Priority, Last Reply, and Details, plus an Add New button.

Step 2 – Start a new case

Click Add New (top-right).

Step 3 – Fill in the ticket form

Provide as much detail as possible for faster support:

1. Name
2. Email
3. Phone (optional)
4. Subject – short summary (e.g., “Suspicious login alert”, “Refund failed for multiple customers”).
5. Category/Type – Security, Account, Payments, API, etc.
6. Priority – Low, Normal, High, Critical.
7. Description – include steps, error messages, relevant IDs, timestamps, expected vs. actual behaviour.
8. Attachments – logs, screenshots, or files that help.

Tip: Never include full card numbers, raw API keys, or passwords. Always redact sensitive data.

Step 4 – Submit

Click Submit.

Step 5 – Track your ticket

Back in Support Cases:

1. Status shows the stage (Open, In Progress, Awaiting Your Reply, Resolved).
2. Last Reply shows when the team responded.
3. Click Details to read or add updates.