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      Support Ticket Creation Best Practices

      At PaymentWorks, we’re committed to resolving your issues efficiently. To help us help you faster, follow these best practices when submitting a support ticket.

      ⚠️ Do Not Include Sensitive Information:
      Please do not include Tax IDs, Social Security Numbers, bank account details, or other confidential information. Support tickets are not secure for sensitive data.

      How to Submit a Ticket

      Visit: https://help.paymentworks.com/contactsupport

      Key Fields to Complete

      • Full Name: Enter your first and last name.
      • Email: Use the address linked to your PaymentWorks account. No account? Use the address your customer used to invite you.
      • CC (optional): Add one colleague or customer/vendor email to keep them updated.
      • Payer Name Field: If you are a Payer, this is the name of your organization.  If you are a Vendor, this is the name of the customer (Payer) who invited you.
      • Subject & Description: Provide a clear, detailed explanation. Include steps taken, error messages, and how to reproduce the issue.
      • Screenshots or Files: Attach non-sensitive images or documents (PDF, PNG, JPEG, CSV, XLSX).

      Selecting Your User Type

      Choose the User Type that best describes your role:

      • Payer: You are a PaymentWorks customer onboarding or managing vendors..
      • Payer on Behalf of Vendor: You’re submitting a ticket for a vendor. Include their email (CC) so we can contact them directly.
      • Vendor: You’ve been invited by a customer (the Payer) to register with PaymentWorks.

      Ticket Categories & Definitions

      Ticket types are tailored to the selected User Type. Use the descriptions below to choose the best fit.

      Payer Ticket Types

      Type Definition Common Scenario
      Bug – Unexpected Behavior The system isn’t functioning as expected. - Data not saving
      - Broken links/buttons
      - Features not responding
      Connector/Integration Issue Trouble with ERP or API syncs. - Sync errors
      - Vendor data not updating
      Customer Ticket Portal  Help managing or accessing your Support Portal. - Add a user
      - Reset password
      - View ticket history
      Files (Supplier/Invoice) Upload or file-processing issues. - Upload failures
      - File stuck on “Processing”
      Invitations/Invitation Status Issues sending or receiving vendor invites. - Invite not received
      - Need to resend
      Log-In/SSO Access issues, including SSO errors. - Password problems
      - Account locked
      Payments (Bank Validation/Processing) Issues with payment files or validations. - Missing or incorrect files
      - Validation failure
      Sanction/TIN Checks Questions about compliance results. - TIN failed
      - Vendor on a sanction list
      Vendor Registration/Updates Help with vendor onboarding or profile edits.  - Registration errors
      - Info updates
      Other Doesn’t fit any specific category. - Unclear ticket type
      - Multi-area issue

      Payer on Behalf of Vendor / Vendor Ticket Types

      Type Definition Common Scenario
      Activation Email Trouble receiving or using the activation link.

      - Didn’t receive email

      - Link expired
      Bank Account Issues updating or verifying bank details.

      - Cannot enter info

      - Verification failure
      Connecting a Payer Vendor can't connect or is linked incorrectly.

      - No Payer match

      - Wrong connection
      Log-In Access issues or locked accounts.

      - Forgot password

      - Login errors
      Payments & Invoicing Payment not received or invoicing issues.

      - Unclear status

      - Invoicing error
      Tax Information Help with tax forms or TIN checks.

      - W-9 issues

      - TIN failed
      Registration Help Support with completing onboarding.

      - Confusing fields

      - Profile errors
      Other Doesn’t fit any specific category.

      - Unclear ticket type

      - Multi-area issue

      What to Expect After Submission

      • Confirmation Email: You’ll receive a message with your ticket number.
      • The Support Team will take 1 business day to investigate and reply with follow-up questions or to provide Knowledge Base articles and steps to follow to unblock your issue.
      Replies: Always reply directly to the email thread.

      ⚠️ Do not email support-1@paymentworks.com/hs-inbox.com. This inbox is unmonitored.

      Reopening a Ticket

      • If your ticket was closed fewer than 30 days ago, replying to the thread will automatically reopen it.

      • If it's been more than 30 days, please submit a new ticket and include:

        • A brief summary of the original issue

        • The original ticket number (if available)

        • Any new updates or context to help us assist you quickly

      Final Tips

      Choosing the correct User Type and Issue Type ensures your ticket reaches the right team faster, leading to quicker resolution and a better support experience. We're here to help! PaymentWorks Support Team.