Customer Support

This guide shows you how to contact PayMongo support through the chat widget and track your ticket updates in the Dashboard.

How to use this guide

Use Case	Start here
Want to reach out to the PayMongo team	Reach the Team
Need to check on an update on your ticket	Track a Ticket's Status

Customer support ticket journey

flowchart LR
  A[Reach out via chat widget/email] --> B[Ticket created]
  B --> C[Ticket update sent]
  C --> D[Ticket update recorded in 'My Tickets' page]
  D --> E[Ticket status reviewed]
  E --> F[Ticket closed]

Chat Reach Out

Reaching out via the dedicated chat widget opens a new chat session for assistance regarding your PayMongo account and all its features.

Sending a chat message:

Proceed to your PayMongo Dashboard.
Click the chat widget at the lower right of your dashboard and describe your concern.
Our support assistant along with our Customer Success team will help you with your concern.

Track Ticket Activity

📘
Notable Updates to our Ticket Updates
For our out of chat session updates, an email with the subject template - Re: [Ticket ID] Ticket Title Update - will be sent containing updates on your ticket. These updates can be seen on the "Activity" timeline of the corresponding ticket

Tracking "Open" tickets have never been made easier with the dedicated "My Tickets" page for a full view of all activities on all recorded tickets.

Tracking your tickets via the PayMongo Dashboard:

Proceed to your PayMongo Dashboard.
On the side-bar, click on Support → My Tickets.
Search for your ticket on the search bar.
Click on the chosen ticket.
View the ticket timeline via the Activity Timeline.