# Payrexx Support Portal

If you cannot find the answer to your question in the available merchant documentation, feel free to contact our support team at any time.

## Creating a Support Ticket

{% hint style="info" %}
Please [log in](http://login.payrexx.com/) to your Payrexx account to create a support ticket.
{% endhint %}

Click the blue "Support" button at the bottom-right corner of the merchant administration page of your Payrexx account:

<div align="left"><figure><img src="https://1455115231-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MYJhU4qriZCz_Wxs0T0-887967055%2Fuploads%2FmMdQEk2bheKVnkiL50Sg%2Fimage.png?alt=media&#x26;token=8815d0ac-b3bb-4786-8bc2-dcdf9f3d8607" alt=""><figcaption><p>Contacting the Payrexx support team from merchant administration</p></figcaption></figure></div>

Fill out the form and submit it. You will receive a response from a support representative within a maximum of 72 hours, but usually within one business day.

## User Account in the Support Portal

Additionally, you have the option to create a user account in our support portal. Creating such an account is optional. Our support team will competently and quickly address your request even without a user account.

However, a user account offers the advantage of allowing you to track all your support tickets in one central location at any time.

### Creating a user account

{% hint style="warning" %}
Self-registration of a user account is only possible if you have not previously created support tickets. If you have already created tickets, we will need to manually create an account for you and assign the previous tickets. In this case, please [contact us](https://support.payrexx.com/) to have a user account created.
{% endhint %}

If you have not previously created any support tickets, you can create your user account in our support portal with just a few clicks:

{% embed url="<https://support.payrexx.com/en/support/signup>" %}

Simply enter your full name (first and last name), your email address, and set a password:

<div align="left"><figure><img src="https://1455115231-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MYJhU4qriZCz_Wxs0T0-887967055%2Fuploads%2Ffc6o4xX8pdKm6w8XHvLO%2Fimage.png?alt=media&#x26;token=32be0ad1-2ec7-464b-9af5-ef07ca7862fc" alt=""><figcaption><p>Creating a user account in the Payrexx Support Portal</p></figcaption></figure></div>

### &#x20;Logging into your user account

To log in to your existing account in the Payrexx support portal, use the link <https://support.payrexx.com/en/support/login> and sign in with your email address and password.

### Managing your user account

In your user account, the following options are available:

1. [Submit a ticket](#id-1.-create-a-ticket)
2. [My tickets](#id-2.-my-tickets)
3. [Language selection](#id-3.-language-selection)
4. [Edit profile](#id-4.-edit-profile)
5. [Sign out](#id-5.-log-out)

<div align="left"><figure><img src="https://1455115231-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MYJhU4qriZCz_Wxs0T0-887967055%2Fuploads%2FrnFlnE3pZRGrtlhWTakK%2Fimage.png?alt=media&#x26;token=5018197d-a79e-4577-b0d9-81cd030abc25" alt=""><figcaption><p>User account interface in the Payrexx Support Portal</p></figcaption></figure></div>

#### 1. Submit a ticket

A form will open for submitting a new support ticket.

#### 2. My tickets

All open and resolved tickets are listed in this section. The following functions are available:

<div align="left"><figure><img src="https://1455115231-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MYJhU4qriZCz_Wxs0T0-887967055%2Fuploads%2FCPbwXg21kSUV9oQssLoT%2Fimage.png?alt=media&#x26;token=b538bb00-7f1b-43fd-8b61-f3b1013f0946" alt=""><figcaption><p>Overview of all existing support tickets</p></figcaption></figure></div>

1. **Filter by status:** Choose whether to display all tickets or only open/pending or resolved/closed ones.
2. **Sorting the tickets:** Sort the ticket list by creation date, last updated date, or status. Select whether the list should be displayed in ascending or descending order.
3. **Exporting the tickets:** Click "Export Tickets" to export tickets to a CSV or Excel file. You can specify the date range for the export and define which information should be included.

<div align="left"><figure><img src="https://1455115231-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MYJhU4qriZCz_Wxs0T0-887967055%2Fuploads%2FvU1xxUdEiTW1I6wPSzJj%2Fimage.png?alt=media&#x26;token=698979f4-815c-401d-8cf1-ba2aa11e2ecf" alt="" width="563"><figcaption><p>Exporting support tickets to a CSV or Excel file</p></figcaption></figure></div>

4. **Viewing the ticket history:** Click on a ticket to view its history.

#### 3. Language selection

Select the language in which your user account in the support portal should be displayed.

#### **4. Edit profile**

Click "Edit Profile" and complete the available fields:

* Full name (required field)
* Title
* Work phone
* Mobile phone
* Time zone
* Language

You can also upload a profile picture and change your user account password in this section.

#### 5. Sign out

Clicking the "Sign out" link will sign you out of the Payrexx support system.

## Corporate Account in the Support Portal

For larger companies and organizations, we offer a corporate account upon request. Such an account provides the following benefits:

* Centralized management of all support requests for an organization
* Access to tickets submitted by other registered employees
* Streamlined communication with Payrexx support

For example, if a company has 10 employees interacting with Payrexx support, each employee can not only view their own tickets but also access the tickets of other registered employees.

{% hint style="info" %}
A corporate account must be set up by Payrexx. If you are interested, please contact us via a [support ticket](#creating-a-support-ticket).
{% endhint %}