Requesting Support & Using the Ticket System

Request Support

Need help? OurThe teamSupport isTickets heresystem forin you.
your ResellPortal dashboard gives you a direct line to our team. You can submit questions, report technical issues, request new features, or resolve billing problems — all from inside your account.

This guide willshows walkyou you,exactly ashow ato reseller,open, throughmanage, theand steps of openingclose a support ticket viain yourthe ResellPortalnew dashboard, how to describe your issue properly, and what to expect after submitting your request.platform.

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Step-by-Step: How to Open a Support Ticket

Step

1:

LoginLog in to YourResellPortal

ResellPortal

Go Accountto:
Visit https://app.resellportal.com and log
Log in withusing your reseller credentials.

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1. Step

   2: Access the Support SectionTickets

   From your dashboard,dashboard:

   navigate

   1. Go to the left-handside menu.

   2. Click onSupport “Support”Tickets to open the support center.
      

      

   Click “Open Ticket”

   • A button labeled “Open Ticket”This will betake available.

   • Clicking this will trigger a pop-up formyou to appearyour support center where you can submitview youropen issue.and past tickets.

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     Step 3: Create a New Ticket

     In the upper-right corner, click:
     Create New Ticket

     

     This
   will
   open

What to Fill Out

The supportthe ticket formsubmission includes two important fields:form.

1.

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Choose the Correct Ticket SubjectType (Dropdown Menu)

ChooseSelect the most relevant category forfrom yourthe request:dropdown:

• GeneralBilling Inquiry –— ForWallet generalbalance questionsissues, aboutcharges, services,Stripe platformbilling, navigation,invoices, or account info.

• Wallet Balance – For issuessubscription related to funds, wallet transactions, payment history, or withdrawals.questions

• Technical SupportIssue –— For platformBugs, errors, bugs,broken systemfeatures, activation issues, or deploymentsystem problems.problems

• StorefrontFeature Request –— ForSuggestions client-facingfor storeimprovements issuesor (e.g.,new product visibility, checkout errors, API issues).
  features

• Other — Anything that doesn't fall into the above categories

2.

Choosing Inquiry/Issuethe Descriptioncorrect (Textcategory Field)

Provide a clear and detailed description ofhelps your issueticket orget question. Be surerouted to the right team.

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Describe Your Issue Clearly

In the message box, include:

• What you were trying to do

• What wenthappened wrong (or what you'rewent confused aboutwrong)

• Any error messages (if applicable)shown)

• StoreThe namespecific client, store, domain, or product/packageservice involved (if relevant).
  

  applicable)

The more contextdetail you provide, the faster weour team can resolve theyour issue.

✅

4. You

   Clickcan “Openalso Ticket”attach toscreenshots submitwhen the request.needed.

How It Works on Our End

Once youcomplete, submitclick theSubmit ticket:Ticket.

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After You Submit a Ticket

Once submitted:

• OurYour ticket is received instantly by our support team receives the request in real timesystem

• The ticketIt is routed to the appropriate department based on your selected subject

• A support agent will review your inquiry, investigate the issue if needed, and respond directly withininside the supportticket sectionthread

You will be notified insidein your ResellPortal dashboard when yourthere ticket receivesis a responsereply

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How to View, Reply to, or resolution.

Close

Where to Check Ticket Status

• Tickets

Return to the Support Tickets section at any time to:

• ViewSee all open tickets

• SeeView ticketreplies statusfrom (Pending,the Insupport Progress, Resolved)team

• ReadAdd andmore replyinformation toor responses from our team
  screenshots

• Close the ticket once your issue has been resolved

Ticket status may display as:

• Open

• In Progress

• Awaiting Your Response

• Closed

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Expected Response Times

Time

We aim to respond to all reseller tickets within 24 business hours,.
Many though mosttickets are addressedanswered much fastersooner, depending on the complexity and priorityqueue of the issue.priority.

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Best Practices for FastFaster Support

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When to Use the Support Ticket System

Use support tickets for:

✅

• Billing

  questions
  ✅ Wallet or paymentStripe discrepancies

  issues
  ✅
Technical
• problems
  ✅

  Platform bugs
  ✅ Feature improvement requests
  ✅ Storefront or deploymentdomain issues

• Storefront or feature concerns

• Account or reseller dashboard help

Avoid using tickets for:for:

❌

• Non-ResellPortal

  services
  ❌ Third-party login issues
  ❌ General how-totutorials guidancealready (usecovered ourin documentation and onboarding materials first)

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• Issues outside the ResellPortal system (e.g., 3rd-party account issues)

Final Note

The ticketSupport Ticket system is your directprimary linecommunication tochannel ResellPortal’swith dedicatedthe supportResellPortal team.team. Use it any timeanytime you need help, clarification, or technical assistance. We're committed to helping you run your clientsbusiness need help resolving issues quicklysmoothly and efficiently.scale We’re here to help you succeed!successfully.

Alternatively, if you prefer, you can reach us directly via email at contact@resellportal.com for support or inquiries.