> For the complete documentation index, see [llms.txt](https://docs.xplorpay.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.xplorpay.com/merchant-portal/guides/support-ticketing/submitting-a-support-ticket-via-merchant-portal.md).

# Submitting a Support Ticket via Merchant Portal

A Support feature in the Merchant Portal allows you to submit support tickets.

Watch the interactive walkthrough below to submit support requests and access support resources.

{% embed url="<https://app.guideflow.com/player/lpxx9nzu4p>" %}

You can submit a Support Ticket by following these steps:

{% stepper %}
{% step %}
**Sign In** to the Merchant Portal.

{% hint style="info" %}
To learn how to Sign In to the Merchant Portal, refer to [Accessing the Portals](/merchant-portal/merchant-portal/accessing-the-merchant-portal.md).
{% endhint %}
{% endstep %}

{% step %}
Select **Support** from the left navigation menu.

<div align="center"><figure><img src="/files/3INDTGKXtqQFnBYvJswU" alt="" width="161"><figcaption></figcaption></figure></div>
{% endstep %}

{% step %}
Select the option that best describes your request under **"How can we help you?**

<figure><img src="/files/l210ptLG7XeeF322tzWP" alt="" width="563"><figcaption></figcaption></figure>

{% hint style="warning" %}
**Note:** Make sure you select the correct Merchant ID with the physical address from the [Home](/merchant-portal/merchant-portal/core-features/monitoring-home-page.md) screen before submitting a ticket.
{% endhint %}
{% endstep %}

{% step %}
Select the most relevant description under **"Choose the best description of this issue."**

<figure><img src="/files/vaxjVYsgJrG3sSFjeRSo" alt="" width="563"><figcaption></figcaption></figure>
{% endstep %}

{% step %}
Enter the required information for your request.

* Some requests require file attachments to help the Support Team review your case.
* You can upload up to 10 files per request, with a total combined file size limit of 20 MB.

<figure><img src="/files/b1veNhZgWniscKXstx2H" alt="" width="563"><figcaption></figcaption></figure>

{% hint style="warning" %}
Supported file formats include CSV, XLSX, XLS, PDF, JPEG, PNG, JXL, AVIF, and WEBP.
{% endhint %}
{% endstep %}

{% step %}
**Review** the information, then **submit** your request.

<figure><img src="/files/P38iesAOYdeYyXAMjdXE" alt="" width="563"><figcaption></figcaption></figure>

{% hint style="warning" %}
If you upload an unsupported file type, you'll see an error message. Ensure all required details are accurate before submitting to avoid processing delays.
{% endhint %}
{% endstep %}

{% step %}
A success page appears with a "Thank you for contacting us!" message confirming your request is submitted.

<figure><img src="/files/aqaYjiVH8AzWnWCPaFq7" alt=""><figcaption></figcaption></figure>
{% endstep %}

{% step %}
You will receive a no-reply email with escalation details and next steps.

{% hint style="info" %}
The email includes your case number, which you can use to check the status of your request.
{% endhint %}
{% endstep %}
{% endstepper %}


---

# Agent Instructions
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```

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