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Overview

Inquiry Specific Support
Who to ContactWhen to ContactWhat to IncludeHow to ContactBackup Email
SupportReach out to Support if you need help with any of the following:cdncdn* A question or inquiry about Billingcdn* A question or request for troubleshooting a technical issuecdn* Investigation into the status of a paymentcdn* Card Shipping Statuscdn* General Supportcdn* Feature RequestPlease include the following details:cdncdn* In the subject line, please include a Priority [Critical, High, Medium, or Low]cdn* In the body of the email, please include the following:cdn _ When the issue occurred (if applicable), including date, time, and time zonecdn _ Link to customer/case/transactioncdn* The issue you are experiencing in as much detail as possibleCreate a Request via support.synctera.comsupport@synctera.com
Compliance ConsultationTo request a Compliance Review of a Product, Feature, Policy, or Bank RequirementPlease include an overview of the review being requestedCreate a Request via support.synctera.comgroundcontrol@synctera.com
Compliance OperationsTo ask a question about Compliance Operations (KYC/KYB/Fraud) or to Check on the status of an open CasePlease include the link to the open Case or overview of your Compliance-related questionCreate a Request via support.synctera.comgroundcontrol@synctera.com
Customer SuccessAdopting new technologies, products, or changes to the program.Please include a brief description of the product or feature you’d like to engage withCreate a Request via support.synctera.comsales@synctera.com
How to Assess Request Priority We aim to review all requests within one working day, but it is helpful for our customers to indicate the severity of an issue when requesting support in the Zendesk form. Use the following guidelines to select the appropriate priority for your request.
  • Low (No impact on production, not time-sensitive) - Typical day-to-day issues should be considered low priority
  • Normal (No impact on production, time-sensitive) - Normal priority should be selected when your issue is typical but more time-sensitive in nature
  • High (Production impacted) - High Priority should be selected when an issue is impacting your business production
  • Urgent  (Production halted) - Urgent issues are evaluated immediately and will call engineers to action regardless of the time of day that a request is submitted. We kindly ask that you limit the use of the “urgent” priority setting to true emergencies.