Account
Where to get help
Which questions go to the vendor and which go to marketplace support.
Published 1 min read
Raise a ticket from Help & support in your portal. Tickets are routed automatically:
- Product questions (how the software works, pricing, a customer's account) go to the vendor of the program. Partners must be a member of that program.
- Account, KYC, attribution, commission, payout and technical questions go to marketplace support.
Vendors' own tickets always go to marketplace support, and a vendor can escalate a partner's ticket to the platform.
Response times
Tickets show when a first response is due and are flagged if that time passes. Replying to a resolved ticket reopens it; a resolved ticket closes automatically after 7 days, after which you open a new one.
For a disagreement about money or attribution, open a dispute instead — see Opening and resolving a dispute (vendors: here).