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How to open a Support Case


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07/12/2024 02:25 AM

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Submit a Support Request (case) to our Client Services Team

  1. Sign in to the Support Center.

 
  1. When prompted, enter the Organization ID (formerly "Cybersource Merchant ID"), User Name, Password and select Log In.

     
  2. Select Support > Support Center at the top right.

     
  3. From the Support Cases menu, Select General Support Request or, if your request involves enablement of a service: processor configuration, or Organization ID Activation (Go Live), select MID Configuration Request.

 
  1. Enter details of your request:
  • For a General Support request, enter a brief Subject and the full details of your request in the Description and select Submit.

     
  • For a MID Configuration request, toggle to enable the relevant sections: MID Activation, Processor Configuration, or Service Enablement. Select Test or Production to identify the environment for which the request applies. Provide details of your request in the Description(s) and select Submit.

     
  1. Review your submitted case. 
At this point, you may update your request by submitting Comments or attaching files. To attach files, select Upload Files and follow the prompts to attach files or images to the Support Case.


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