Introduction

The Business Center Support Center allows you to submit support requests (cases) and view existing cases related to your account. You can use the Support Center to request general assistance or specific services—such as processor configuration or Organization ID activation—and to monitor the status of all cases opened under your Organization ID.

Procedure

1. Sign In

1. Go to the Business Center and sign in.
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3. Enter your Organization ID (formerly “Cybersource Merchant ID”), User Name, and Password, then select Log In.
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2. Access the Support Center

1. In the top right, select Support and then Support Center.
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3. Submit a Support Request

1. From the Support Cases menu, select the type of request:
   • General Support Request – for standard inquiries.
   • MID Configuration Request – for service enablement, processor configuration, or Organization ID activation (Go Live).
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2. Enter the required details based on your request type:
   • General Support Request: Enter a brief subject and full details in the Description field. Select Submit.
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   • MID Configuration Request: Enable the relevant sections (MID Activation, Processor Configuration, or Service Enablement). Select Test or Production to specify the environment. Provide request details in the Description field(s) and select Submit.
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3. After submitting, review your case. You can update your request by adding comments or attaching files:
   • To attach files or images, select Upload Files and follow the prompts.
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4. View Support Cases

1. From the Support Center, select Support Cases and then View Cases.
2. Locate the My Cases section.
3. To view all cases opened under your Organization ID, select the inverted solid triangle to the right of My Cases and choose All Cases.

Support Case Visibility

5. Reopen a Closed Support Case

1. You can reopen a closed support case within 5 days of its closure date. After 5 days, a new support case must be submitted.
2. Navigate to the Support Center and select Support Cases.
3. Locate the closed case you wish to reopen—use the My Cases or All Cases views as needed.
4. Select the case number to open the case details.
5. Click the Reopen Case button.
6. Once reopened, you can add comments and resume communication with the support team.

Additional Information

• Cases can be updated by adding comments or uploading attachments until closure.
• To see all cases for your Organization ID, use the All Cases view.
• Closed cases cannot be reopened after 5 days; a new case must be submitted.
• For alternate support channels, see Support – How to contact Client Services.