How to Submit a Support Ticket as a Partner

The Partner Portal has its own dedicated Support Tickets system, separate from the business-level tickets. Use it to report issues with your partner account, wallet, commissions, onboarding, or anything else related to your partnership.

Navigating to Support Tickets

1. Click Support Tickets in the Partner Portal sidebar.
2. You will see your ticket list with summary KPI cards at the top:
   • Total Tickets: All tickets you have ever submitted.
   • On This Page: How many tickets are currently visible with the active filters.
   • Open + Waiting: Tickets awaiting a response from you or the support team.
   • Resolved: Tickets that have been successfully closed.

Creating a New Support Ticket

1. Click the + New Ticket button.
2. Fill in the ticket form:
   • Subject: A short, specific title (e.g., "Wallet top-up pending for 48 hours — reference TXN-20240617").
   • Category: Choose the most relevant category:
     • Partner Account — Issues with your partner profile or account.
     • Wallet / Payments — Top-up not reflecting, payout issues.
     • Commissions — Commission not credited or incorrect amount.
     • Business Onboarding — Help with registering a client.
     • Technical — Bugs, errors, or system issues.
     • General Inquiry — Any other question.
   • Priority:
     • Low — A question or minor inconvenience.
     • Medium — A feature not working correctly.
     • High — Blocking your ability to onboard or serve a client.
     • Urgent / Critical — Financial discrepancy or data issue.
   • Description: Write a detailed message including:
     • What you were trying to do.
     • The exact error message (copy-paste or screenshot).
     • The business name or wallet transaction reference if relevant.
     • The steps you have already tried.
   • Attachments: Upload screenshots, payment receipts, or any evidence. This significantly speeds up resolution.
3. Click Submit Ticket.