Submitting a support ticket lets you tell us what help you need, get instant status updates, provide additional information, or even follow up on a request we've solved in the past. Starting a support ticket isn't the only way to request support, but when an issue requires a member of our support team to resolve, your support ticket helps you track the status of your request, or ask a follow-up question.
Need help submitting a support ticket? Here's how→
Just like with submitting a request, you can view your requests from your OnPay dashboard, or from Help Center. You'll need to log in using your OnPay credentials.
Trouble logging in?
If you have Multi-Factor Authentication enabled for your account, but you don't have access to your authenticator, or are otherwise unable to access your account, call us at (877) 328-6505, between 9AM-8PM EST, Monday through Friday, for help.
As a reminder, never share your login credentials or MFA code with anyone. OnPay will never ask you for this information.
View requests from OnPay dashboard
When logged into your company dashboard, click the "?" at the top of the screen, and click View my Requests. You can also submit a new request, or start a chat by clicking Contact Us.
View requests from Help Center
If you're already logged into OnPay when you go to Help Center, you'll see your name in the upper right. Click to open this menu, and select My requests. You can also submit a new request about a different issue, launch OnPay, or log out, using this menu.
See, sort, and search through your requests
You'll see your requests as a table with columns and rows. You can search within the contents of your requests, or filter by status, like "Open", or "Awaiting your reply". You can also sort by "Last activity".
Request status
When you submit a support request, you're adding a new ticket to our support team's queue. In "My requests", the "Status" column let's you see how your request ticket is progressing.
Your request ticket may be in one of these states:
|
If your request is... |
Then... |
| Open | A member of our support team is reviewing the details of your request, and will be reaching out to you soon. |
| Awaiting your reply | We're waiting for more information from you before we can proceed. Responding with a new comment returns the ticket to "Open". |
| Solved | We've fulfilled your request and closed your ticket. You can always follow-up on a closed ticket, if you have more questions. |
See details and messages
In the "Subject" column, click a request to view details.
Your message to us appears at the start of a conversation thread. On the right, you'll can see your request ticket number, and other information.
Reply to our messages
We may need to ask additional questions, or request more information from you in order to address your request. You can add more details about your request, or reply to us by typing a new message at the bottom of the conversation thread.
Click Submit to send your message.
Securely attach files or documents
We may ask for copies of documents, such as letters from government agencies. You can securely upload files and documents using the link below the message box.
Click Submit to send your message and attachments.
Sending a follow-up request on a closed ticket
If you need to follow up on a closed ticket for a request we've already fulfilled, you can click create a follow-up at the end of the conversation thread. This creates a new ticket that's related to your original request.
v7.25