Help & Support¶
The Help & Support page provides two ways to get assistance: submit a problem to the support team or open the online portal documentation. Choose the option that matches what you need rather than submitting an issue for general how-to guidance.
Support¶
Use Log New Issue when a service, technical function, or billing result is not working as expected and requires investigation by the support team. The button opens a form where you identify the affected entity and service, select an issue type, and describe the problem.
See Log New Issue for the field guide, submission behavior, and troubleshooting steps.
Help Guide¶
Select View Online Documentation when you need instructions for using the portal, explanations of fields and reports, or guidance on completing a configuration task. The documentation opens in a new browser tab so that you can keep your current portal page open while following the instructions.
Useful starting points include:
- FAQs for common questions;
- Supported Browsers for browser requirements; and
- Security for security and account guidance.
Choose the right option¶
| Situation | Recommended action |
|---|---|
| You do not know how to complete a portal task | Open the online documentation. |
| A page or service is unavailable or behaving incorrectly | Log a new Service Impaired or Technical Issue. |
| Usage or billing values remain unexpected after checking the filters and report disclaimer | Log a new Billing Issue. |
| You need to understand expected portal behavior before deciding whether it is a defect | Check the relevant guide first, then log an issue if the observed behavior differs. |
When logging an issue, include enough context for another person to reproduce or investigate it. Never submit passwords, secret keys, access tokens, or private certificate material.