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Support and Requests

Customer Portal and Other Channels

For eComCharge clients, we provide a unified process for handling requests. All inquiries are logged as tickets and available in the Customer Portal. This allows you to easily track status, history, and communication for each request.

Below is how to submit and manage requests.

1. Where to send your request

Technical support:

Integrations and changes:

  • only via Customer Portal

2. Customer Portal

https://help.ecomcharge.com/tickets

  • access is granted via invitation (email)
  • password can be reset via Forgot password

The Create ticket form includes the following request types:

  • Tech Support - technical support
  • New Integration - new integration
  • Change Request - modification of the existing setup or integration
  • Activate Connector - activation of a ready-made connector

When a ticket is created, you will receive an automatic email notification with the ticket number. There is no need to reply to it. Once a response is posted, you will receive a new email where you can continue the conversation.

All tickets related to your company are available in the portal, including their status, communication history, and files.

3. How requests are processed

Every request is logged as a ticket and appears in the Customer Portal.

Initial handling is performed automatically:

  • in Telegram via bot
  • in the Customer Portal via AI agent (based on the knowledge base)

If the automated response is not sufficient, the ticket is escalated to a support specialist.

You can continue communication in the portal or via email (reply). In Telegram, communication continues within the same thread if the request was initiated via Telegram.

4. Request types and channels

Technical support:
Customer Portal → Tech Support, Email, Telegram

Integrations and changes:
only via Customer Portal:

  • New Integration
  • Change Request
  • Activate Connector

5. Telegram bot

To create a request, mention the bot in your message and attach a file if needed. The message and file must be sent together. One ticket = one request.

After submission, the bot creates a ticket and returns its number. You can continue communication either in Telegram or within the ticket in the Customer Portal.

The bot does not perform bug diagnostics, configuration changes, refunds, commercial inquiries, or file content analysis.

6. Extended support

If included in your agreement, the following is available:

  • transaction logs retrieval (by UID)
  • requesting decline reasons from the provider

These requests are handled via the Telegram bot.

7. Response time

Automated processing via the Telegram bot and AI agent in the portal is available 24/7. Responses to documentation-related questions are provided within a short time. Requests to providers depend on their response time. Support specialists handle escalated tickets in queue order from 09:00 to 18:00 CET, 7 days a week.

8. Recommendations

  • formulate your request clearly, include UID, describe expected vs actual result
  • avoid duplicate requests and do not combine different issues in one ticket