--- title: Support Ticket Creation Best Practices description: 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. --- [Skip to content](https://help.paymentworks.com/knowledge-base/support-ticket-creation-best-practices#main-content) [![PW Logo_light_Green_ White](https://help.paymentworks.com/hs-fs/hubfs/2026%20PaymentWorks%20Brand%20Guidelines/PW%20Logo_light_Green_%20White.png?width=200&height=34&name=PW%20Logo_light_Green_%20White.png)](https://www.paymentworks.com/) - [Help Center](https://help.paymentworks.com/knowledge-base/how-to-use-the-paymentworks-knowledge-base) Open main navigation Close main navigation - [Help Center](https://help.paymentworks.com/knowledge-base/how-to-use-the-paymentworks-knowledge-base) - [Contact Support](https://help.paymentworks.com/contactsupport) [Contact Support](https://help.paymentworks.com/contactsupport?hsLang=en) Hello. How can we help you? - There are no suggestions because the search field is empty. 1. [Help Center](https://help.paymentworks.com/knowledge-base?hsLang=en) 2. [Contact Support](https://help.paymentworks.com/knowledge-base/contact-support?hsLang=en) # 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](https://help.paymentworks.com/contactsupport?hsLang=en) #### **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 | | **Early Pay** | Payment method | - Payment Issues | | **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 | | **SFTP Issues** | Upload and file processing | - File issues | | **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 | | **Early Pay** | Payment method | - Payment issues | | **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**.](https://help.paymentworks.com/contactsupport?hsLang=en) - [Payee Knowledge Base](https://help.paymentworks.com/knowledge-base/payee-knowledge-base?hsLang=en#main-content) - [Verification Process & Document Uploads](https://help.paymentworks.com/knowledge-base/payee-knowledge-base?hsLang=en#verification-process-document-uploads) - [Account Login & Updates](https://help.paymentworks.com/knowledge-base/payee-knowledge-base?hsLang=en#account-login-updates) - [Invoices & Payments](https://help.paymentworks.com/knowledge-base/payee-knowledge-base?hsLang=en#invoices-payments) - [Invitations & Customer Registrations](https://help.paymentworks.com/knowledge-base/payee-knowledge-base?hsLang=en#invitations-customer-registrations) - [Account Creation & Onboarding](https://help.paymentworks.com/knowledge-base/payee-knowledge-base?hsLang=en#account-creation-onboarding) - [Payee Profile](https://help.paymentworks.com/knowledge-base/payee-knowledge-base?hsLang=en#payee-profile) - [Manage Your Data](https://help.paymentworks.com/knowledge-base/payee-knowledge-base?hsLang=en#manage-your-data) - [Customer Table & Quick Connect](https://help.paymentworks.com/knowledge-base/payee-knowledge-base?hsLang=en#customer-table-quick-connect) - [Payment Methods & Bank Information](https://help.paymentworks.com/knowledge-base/payee-knowledge-base?hsLang=en#payment-methods-bank-information) - [FAQs](https://help.paymentworks.com/knowledge-base/payee-knowledge-base?hsLang=en#faqs) - [Payer Knowledge Base](https://help.paymentworks.com/knowledge-base/payer-knowledge-base?hsLang=en#main-content) - [Profile Manager](https://help.paymentworks.com/knowledge-base/payer-knowledge-base?hsLang=en#profile-manager) - [Platform Updates & Announcements](https://help.paymentworks.com/knowledge-base/payer-knowledge-base?hsLang=en#platform-updates-announcements) - [Sending Invitations & Reviewing Payee Status](https://help.paymentworks.com/knowledge-base/payer-knowledge-base?hsLang=en#sending-invitations-reviewing-payee-status) - [New Vendor Registrations & Updates](https://help.paymentworks.com/knowledge-base/payer-knowledge-base?hsLang=en#new-vendor-registrations-updates) - [Supplier & Invoice File Uploads](https://help.paymentworks.com/knowledge-base/payer-knowledge-base?hsLang=en#supplier-invoice-file-uploads) - [Payments & Invoicing](https://help.paymentworks.com/knowledge-base/payer-knowledge-base?hsLang=en#payments-invoicing) - [Training Videos](https://help.paymentworks.com/knowledge-base/payer-knowledge-base?hsLang=en#training-videos) - [SSO/Login & User Permissions](https://help.paymentworks.com/knowledge-base/payer-knowledge-base?hsLang=en#sso-login-user-permissions) - [Implementation & Configuration](https://help.paymentworks.com/knowledge-base/payer-knowledge-base?hsLang=en#implementation-configuration) - [Frequently Asked Questions (FAQs)](https://help.paymentworks.com/knowledge-base/payer-knowledge-base?hsLang=en#frequently-asked-questions-faqs) - [Developer Portal](https://help.paymentworks.com/knowledge-base/developer-portal?hsLang=en) - [Contact Support](https://help.paymentworks.com/knowledge-base/contact-support?hsLang=en) - [Help Center](https://help.paymentworks.com/knowledge-base/how-to-use-the-paymentworks-knowledge-base) - [Contact Support](https://help.paymentworks.com/contactsupport) [![PW Logo_light_Green_ White](https://help.paymentworks.com/hs-fs/hubfs/2026%20PaymentWorks%20Brand%20Guidelines/PW%20Logo_light_Green_%20White.png?width=200&height=34&name=PW%20Logo_light_Green_%20White.png "PW Logo_light_Green_ White")](http://paymentworks.com) Copyright © 2025, PaymentWorks