Overview
Need assistance or have questions? We have your back! You can contact our Support team by submitting a support ticket within the CardPointe application.
Need assistance or have questions? We have your back! You can contact our Support team by submitting a support ticket within the CardPointe application.
For an urgent Production issue, you may contact our support team directly at (484) 654-9600 in addition to submitting a support ticket.
We encourage you to perform a search on this Support site to see if you can find an answer to your question. If this site does not solve your problem, we welcome your feedback with open arms! Simply click the Send Feedback button at the bottom-right of any page on this site to tell us how we can improve your support experience.
Any CardPointe user with the appropriate permissions can submit Support tickets in CardPointe.
If you are an admin and you wish to grant "Standard" users access to submit Support tickets, simply follow these steps:
Note: If the "Support Ticketing" option does not display on the "Site Permissions" tab, please contact your Account Manager for assistance.
To create a support ticket in CardPointe:
It's easy to add comments to a support ticket and to view a ticket's history.
To add additional comments to a ticket or to respond to our Support team:
When a Support agent responds to the ticket, their response will appear in the list of comments.
You can view the history of a ticket by clicking the History tab.
Note: In order to ensure a quick response time, please refrain from opening more than one ticket on the same topic.
Want to be in the know when an update occurred to one of your Support tickets? You can opt to receive email notifications whenever a Support ticket is created or updated on your merchant account.