# Submitting a Support Ticket via Merchant Portal

A Support feature in the Merchant Portal allows you to submit support tickets. You can submit a Support Ticket by following these steps:

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**Sign In** to the Merchant Portal.

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To learn how to Sign In to the Merchant Portal, refer to [Accessing the Portals](../partner-and-merchant-solutions/accessing-the-portals).
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Select **Support** from the left navigation menu.

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

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**Note:** Make sure you select the correct Merchant ID with the physical address from the [Home](../working-with-the-merchant-portal/monitoring-home-page) screen before submitting a ticket.
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Select the most relevant description under **"Choose the best description of this issue."**

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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="https://1017892202-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FJsJzPs3wr61OB091sy0z%2Fuploads%2F4ItX7iBl5lXBYnC2hsGy%2Fimage.png?alt=media&#x26;token=828011bb-6711-4ca7-834e-a2fe9cdb24c7" alt="" width="563"><figcaption></figcaption></figure>

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Supported file formats include CSV, XLSX, XLS, PDF, JPEG, PNG, JXL, AVIF, and WEBP.
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**Review** the information, then **submit** your request.

<figure><img src="https://1017892202-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FJsJzPs3wr61OB091sy0z%2Fuploads%2Fqz4Hs8xH8x72ALhtVlov%2Fimage.png?alt=media&#x26;token=06470e86-c5c1-4c3a-b9af-58ebf19d62bc" alt="" width="563"><figcaption></figcaption></figure>

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

<figure><img src="https://1017892202-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FJsJzPs3wr61OB091sy0z%2Fuploads%2FAnLxpAL3Ya0bA84Z7F2C%2Fimage.png?alt=media&#x26;token=edd3d752-b75b-40ed-b988-b9a7bf9c48ca" alt=""><figcaption></figcaption></figure>
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You will receive a no-reply email with escalation details and next steps.

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The email includes your case number, which you can use to check the status of your request.
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