Manage support requests for platform and sub-entities
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Last updated: October 7, 2026
You can create and manage support requests for your platform and sub-entities directly from the Dashboard. Sub-entities cannot raise support requests themselves, so you raise requests on their behalf as the platform.
- Sign in to the Dashboard.
- Select the Support menu in the top navigation bar, and then select Request support.
- On the Request support page, select the topic of your request.
- Select the relevant Entity and who the request is for.
- Enter the required information and select Submit request.
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 the Support menu in the top navigation bar, and then select View requests.
The page lists all support requests in a table with the following columns:
- Request ID – The unique identifier for the request.
- Sub-entity – The associated sub-entity, if provided in the request.
- Subject – The subject of the request.
- Status – The current status of the request:
- Open – A Checkout.com support agent is handling the request.
- 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. We close all resolved requests automatically after 7 days if you do not reopen them.
- 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.
Request details include:
- Entity – The entity associated with this request.
- Sub-entity ID – The ID of the relevant sub-entity, if provided in the 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 the request is shared with.
The Request summary page includes a reply text box, where you can also upload files or supporting documents.
If an agent marks your request as resolved but you still need help, you can reopen it within 7 days of its resolution. We assign a new agent to the request so that you can continue the conversation.
Information
You can reopen only the requests you created. If someone else created the request, ask them to reopen it.
To reopen a resolved request:
- Sign in to the Dashboard.
- Select the Support menu in the top navigation bar, and then select View requests.
- Select the request you want to reopen.
- Select Reopen request.
- In the confirmation dialog, select Reopen.
The request reopens and its status changes to Open.
We close all resolved requests automatically after 7 days if you don't reopen them. After a request closes, you can create a follow-up request to raise any related issues.
To create a follow-up request:
- Sign in to the Dashboard.
- Select the Support menu in the top navigation bar, and then select View requests.
- 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.
- Select Submit.
We create the follow-up request. You can no longer reply to or reopen the original request.