TABLE OF CONTENTS


Portal login


Once you sign up or login, you will have complete access to Solidgate self service portal and you can use your account to raise support tickets and track their status.



Ticket status


Once you logged-in you may view list of all your tickets here. 




Available statuses:

  • being processed - new or open status, the Solidgate Team has already received a ticket and working on it.

  • awaiting for a reply - pending or hold status, Support Team has sent you a respond (pending); Support Team is waiting for the details/information from other departments (hold).


In ticket details you can see the name of an agent who handles your request and the actual ticket status.



Ticket actions


You can perform following actions with the ticket:

  • Send a new message - if you have some additional details, you can send a follow-up message and not create a new ticket

  • Set status ‘resolved’ or ‘closed’ - if the problem is not relevant, you can send a message and close the ticket from your side.
  • Add ‘CC’ to this ticket - if it's necessary to add another person to view the ticket.


Ticket type


You can choose ticket type to get the relevant Team working on your request faster. 


Technical support Request - if you have any technical-related inquiries about our service, feel free to choose this option. 

Kindly make sure to include all data you have regarding the matter. 


How to Request - if you are looking for advice or information about one of our services or tools, kindly choose this option. 

Kindly make sure to check our help articles. We might have an answer for you already. 


Contact your account manager - please choose this option to contact your account manager directly. If you seek account-related assistance, you would like to suggest a new feature or idea, or you require escalating a case, kindly choose this option. 

Kindly make sure to include all information you have regarding the inquiry. 


Potential partners Request - kindly choose this option to start cooperation with Solid. We will be glad to connect. 


Chargeback dispute - kindly choose this option if you would like to challenge a dispute or if you have any chargeback-related inquiries. 

Kindly check the article to ensure the inquiry has all the necessary documents according to requirements. 


Integration - any integration-related questions, kindly address them here. We will be glad to assist. 

Kindly make sure to include all information you have regarding the inquiry. 


Other - If you can't pick one of the options above, feel free to address it here.

Kindly make sure to include all information you have regarding the inquiry. 


Once the ticket gets a status 'resolved' - you have 2 days to send a follow-up to this request. Otherwise, the ticket will be closed, and it's not possible to re-open it. In this case, we kindly ask you to create a new request. Also, as soon as the ticket is 'closed', you will receive a form to rate the service provided by the Team.