Manage support requests
Last updated: December 18, 2025
You can view, track, and manage your support requests directly from the Dashboard.
The Support requests page lists all support requests created by you or shared with you. To access this page:
- Sign in to the Dashboard.
- Select Support menu > View requests in the top navigation bar.
Alternatively, you can go directly to dashboard.checkout.com/support/requests.
The page displays all your support requests in a table with the following columns:
- Request ID – The unique identifier for the request.
- Subject – The subject of the request.
- Status – The current status of the request, one of the following:
- Open – The request is being handled by an agent.
- Awaiting your reply – The agent has replied to your request and is awaiting your response.
- Resolved – The request is marked as resolved. If you still need help, you can reopen it within 7 days of its resolution.
- Closed – The request is closed. All resolved requests are automatically closed after 7 days if not reopened.
- Requester – The name of the person who created the request. This column only displays when you select the Shared with me tab.
- Last updated – The date and time the request was last updated.
On this page, you can:
- Filter requests by date, entity, or status.
- Switch between the My requests and Shared with me tabs to view requests created by you or shared with you
- Create a new request by selecting Request support
Selecting a request opens the Request summary page, where you can view the full request details.
Information
You can view a specific request directly by navigating to dashboard.checkout.com/support/requests/{request_id}.
Request details include:
- Entity – The entity associated with this request.
- Created on – The date and time the request was created.
- Last updated – The date and time the request was last updated.
- Requester – The name of the person who created the request.
- Others notified – The names of the people who this request is shared with.
The Request summary page includes a reply text box with the option to upload files or supporting documents.
If your request is marked as resolved by an agent but you still need help, you can reopen it within 7 days of its resolution. A new agent will be assigned to the request so that you can continue the conversation.
Information
You can only reopen requests that were created by you.
To reopen a resolved request:
- Sign in to the Dashboard.
- Select Support menu > View requests in the top navigation bar.
- Select the request you want to reopen.
- Select Reopen request.
- In the confirmation dialog that appears, select Reopen to confirm.
The request is reopened and its status changes to Open.
All resolved requests are automatically closed after 7 days if not reopened. Once a request is closed, you can create a follow-up request to raise any related issues.
To create a follow-up request:
- Sign in to the Dashboard.
- Select Support menu > View requests in the top navigation bar.
- Select the request.
- Select Create follow up request.
- On the Create follow up request page, provide the required information. You can also upload files or supporting documents, if necessary.
- Select Submit.
A new follow-up request is created. You can no longer reply to or reopen the original request.