Introduction

This article provides guidance for submitting support requests (cases) and viewing support cases in the Business Center. You can use the Support Center to request general assistance or specific services (such as processor configuration or MID activation), and to monitor the status of all cases opened under your Organization ID.

Procedure

1. Sign In

• Go to the Business Center and sign in.
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• 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

• 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 submitting comments or attaching files. To attach files or images, select Upload Files and follow the prompts.
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5. Cases can be reopened within 5 days of the closure date. After this period, a new Support Case must be submitted.

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 under your Organization ID, select the inverted solid triangle to the right of "My Cases" and choose All Cases.

Support Case Visibility

All cases opened under your Organization ID, including those submitted by other users, are visible when you select All Cases.

Reopening a Closed Support Case

You can reopen a closed support case within 5 days of its closure date. After 5 days, you will need to create a new support case.

1. Navigate to the Support Center and select Support Cases.
2. Locate the closed case you wish to reopen—use the "My Cases" or "All Cases" views as needed.
3. Select the case number to open the case details.
4. Click the Reopen Case button.
5. Once the case is reopened, you can begin adding comments and resume communication with the support team.

Note: For further assistance, contact the Client Services Team.
To contact support via other channels, refer to Support Article: Support - How to contact Client Services.