---
title: Поддержка и обращения | beGateway knowledge base
description: Как обратиться в поддержку, создать запрос и отслеживать его в Customer Portal.
---

[Перейти к содержимому](https://help.ecomcharge.com/knowledge-base-ru/поддержка-и-обращения#main-content)

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Русский

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- [Support & Requests](https://help.ecomcharge.com/en/knowledge-base/support-requests)
- - [Русский](https://help.ecomcharge.com/knowledge-base-ru/поддержка-и-обращения)
    - [English](https://help.ecomcharge.com/en/knowledge-base/support-and-requests)

  Русский
  
  Показать подменю для переводов
- [Клиентский портал](https://help.ecomcharge.com/tickets)
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[eComCharge Blog](https://ecomcharge.com/blog/)

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1. [beGateway knowledge base](https://help.ecomcharge.com/knowledge-base-ru)
2. [Поддержка и обращения](https://help.ecomcharge.com/knowledge-base-ru/%D0%BF%D0%BE%D0%B4%D0%B4%D0%B5%D1%80%D0%B6%D0%BA%D0%B0-%D0%B8-%D0%BE%D0%B1%D1%80%D0%B0%D1%89%D0%B5%D0%BD%D0%B8%D1%8F)

# Поддержка и обращения

 Как обратиться в поддержку, создать запрос и отслеживать его в Customer Portal.

- [Поддержка и обращения](https://help.ecomcharge.com/knowledge-base-ru/support-requests)

- [Руководство пользователя PSP Backoffice](https://help.ecomcharge.com/knowledge-base-ru/%D1%80%D1%83%D0%BA%D0%BE%D0%B2%D0%BE%D0%B4%D1%81%D1%82%D0%B2%D0%BE-%D0%BF%D0%BE%D0%BB%D1%8C%D0%B7%D0%BE%D0%B2%D0%B0%D1%82%D0%B5%D0%BB%D1%8F-psp-backoffice#main-content)

    - [Введение](https://help.ecomcharge.com/knowledge-base-ru/%D1%80%D1%83%D0%BA%D0%BE%D0%B2%D0%BE%D0%B4%D1%81%D1%82%D0%B2%D0%BE-%D0%BF%D0%BE%D0%BB%D1%8C%D0%B7%D0%BE%D0%B2%D0%B0%D1%82%D0%B5%D0%BB%D1%8F-psp-backoffice#введение)
    - [Начало работы](https://help.ecomcharge.com/knowledge-base-ru/%D1%80%D1%83%D0%BA%D0%BE%D0%B2%D0%BE%D0%B4%D1%81%D1%82%D0%B2%D0%BE-%D0%BF%D0%BE%D0%BB%D1%8C%D0%B7%D0%BE%D0%B2%D0%B0%D1%82%D0%B5%D0%BB%D1%8F-psp-backoffice#начало-работы)
    - [Пользователи интерфейса](https://help.ecomcharge.com/knowledge-base-ru/%D1%80%D1%83%D0%BA%D0%BE%D0%B2%D0%BE%D0%B4%D1%81%D1%82%D0%B2%D0%BE-%D0%BF%D0%BE%D0%BB%D1%8C%D0%B7%D0%BE%D0%B2%D0%B0%D1%82%D0%B5%D0%BB%D1%8F-psp-backoffice#пользователи-интерфейса)
    - [Администрирование системы](https://help.ecomcharge.com/knowledge-base-ru/%D1%80%D1%83%D0%BA%D0%BE%D0%B2%D0%BE%D0%B4%D1%81%D1%82%D0%B2%D0%BE-%D0%BF%D0%BE%D0%BB%D1%8C%D0%B7%D0%BE%D0%B2%D0%B0%D1%82%D0%B5%D0%BB%D1%8F-psp-backoffice#администрирование-системы)
    - [Управление торговцами](https://help.ecomcharge.com/knowledge-base-ru/%D1%80%D1%83%D0%BA%D0%BE%D0%B2%D0%BE%D0%B4%D1%81%D1%82%D0%B2%D0%BE-%D0%BF%D0%BE%D0%BB%D1%8C%D0%B7%D0%BE%D0%B2%D0%B0%D1%82%D0%B5%D0%BB%D1%8F-psp-backoffice#управление-торговцами)
    - [Управление платежными шлюзами](https://help.ecomcharge.com/knowledge-base-ru/%D1%80%D1%83%D0%BA%D0%BE%D0%B2%D0%BE%D0%B4%D1%81%D1%82%D0%B2%D0%BE-%D0%BF%D0%BE%D0%BB%D1%8C%D0%B7%D0%BE%D0%B2%D0%B0%D1%82%D0%B5%D0%BB%D1%8F-psp-backoffice#управление-платежными-шлюзами)
    - [Настройки магазинов торговцев](https://help.ecomcharge.com/knowledge-base-ru/%D1%80%D1%83%D0%BA%D0%BE%D0%B2%D0%BE%D0%B4%D1%81%D1%82%D0%B2%D0%BE-%D0%BF%D0%BE%D0%BB%D1%8C%D0%B7%D0%BE%D0%B2%D0%B0%D1%82%D0%B5%D0%BB%D1%8F-psp-backoffice#настройки-магазинов-торговцев)
    - [Аналитика](https://help.ecomcharge.com/knowledge-base-ru/%D1%80%D1%83%D0%BA%D0%BE%D0%B2%D0%BE%D0%B4%D1%81%D1%82%D0%B2%D0%BE-%D0%BF%D0%BE%D0%BB%D1%8C%D0%B7%D0%BE%D0%B2%D0%B0%D1%82%D0%B5%D0%BB%D1%8F-psp-backoffice#аналитика)
    - [Инструменты борьбы с мошенничеством](https://help.ecomcharge.com/knowledge-base-ru/%D1%80%D1%83%D0%BA%D0%BE%D0%B2%D0%BE%D0%B4%D1%81%D1%82%D0%B2%D0%BE-%D0%BF%D0%BE%D0%BB%D1%8C%D0%B7%D0%BE%D0%B2%D0%B0%D1%82%D0%B5%D0%BB%D1%8F-psp-backoffice#инструменты-борьбы-с-мошенничеством)
    - [Управление платежами](https://help.ecomcharge.com/knowledge-base-ru/%D1%80%D1%83%D0%BA%D0%BE%D0%B2%D0%BE%D0%B4%D1%81%D1%82%D0%B2%D0%BE-%D0%BF%D0%BE%D0%BB%D1%8C%D0%B7%D0%BE%D0%B2%D0%B0%D1%82%D0%B5%D0%BB%D1%8F-psp-backoffice#управление-платежами)
    - [Подписки](https://help.ecomcharge.com/knowledge-base-ru/%D1%80%D1%83%D0%BA%D0%BE%D0%B2%D0%BE%D0%B4%D1%81%D1%82%D0%B2%D0%BE-%D0%BF%D0%BE%D0%BB%D1%8C%D0%B7%D0%BE%D0%B2%D0%B0%D1%82%D0%B5%D0%BB%D1%8F-psp-backoffice#подписки)
    - [Отчеты с данными транзакций](https://help.ecomcharge.com/knowledge-base-ru/%D1%80%D1%83%D0%BA%D0%BE%D0%B2%D0%BE%D0%B4%D1%81%D1%82%D0%B2%D0%BE-%D0%BF%D0%BE%D0%BB%D1%8C%D0%B7%D0%BE%D0%B2%D0%B0%D1%82%D0%B5%D0%BB%D1%8F-psp-backoffice#отчеты-с-данными-транзакций)
    - [Бухгалтерская и финансовая отчетность](https://help.ecomcharge.com/knowledge-base-ru/%D1%80%D1%83%D0%BA%D0%BE%D0%B2%D0%BE%D0%B4%D1%81%D1%82%D0%B2%D0%BE-%D0%BF%D0%BE%D0%BB%D1%8C%D0%B7%D0%BE%D0%B2%D0%B0%D1%82%D0%B5%D0%BB%D1%8F-psp-backoffice#бухгалтерская-и-финансовая-отчетность)
    - [Финансы](https://help.ecomcharge.com/knowledge-base-ru/%D1%80%D1%83%D0%BA%D0%BE%D0%B2%D0%BE%D0%B4%D1%81%D1%82%D0%B2%D0%BE-%D0%BF%D0%BE%D0%BB%D1%8C%D0%B7%D0%BE%D0%B2%D0%B0%D1%82%D0%B5%D0%BB%D1%8F-psp-backoffice#финансы)
    - [Баланс торговца](https://help.ecomcharge.com/knowledge-base-ru/%D1%80%D1%83%D0%BA%D0%BE%D0%B2%D0%BE%D0%B4%D1%81%D1%82%D0%B2%D0%BE-%D0%BF%D0%BE%D0%BB%D1%8C%D0%B7%D0%BE%D0%B2%D0%B0%D1%82%D0%B5%D0%BB%D1%8F-psp-backoffice#баланс-торговца)
    - [Массовые выплаты](https://help.ecomcharge.com/knowledge-base-ru/%D1%80%D1%83%D0%BA%D0%BE%D0%B2%D0%BE%D0%B4%D1%81%D1%82%D0%B2%D0%BE-%D0%BF%D0%BE%D0%BB%D1%8C%D0%B7%D0%BE%D0%B2%D0%B0%D1%82%D0%B5%D0%BB%D1%8F-psp-backoffice#массовые-выплаты)
    - [Дополнительные сервисы](https://help.ecomcharge.com/knowledge-base-ru/%D1%80%D1%83%D0%BA%D0%BE%D0%B2%D0%BE%D0%B4%D1%81%D1%82%D0%B2%D0%BE-%D0%BF%D0%BE%D0%BB%D1%8C%D0%B7%D0%BE%D0%B2%D0%B0%D1%82%D0%B5%D0%BB%D1%8F-psp-backoffice#дополнительные-сервисы)
- [Риски и маршрутизация платежей](https://help.ecomcharge.com/knowledge-base-ru/%D1%80%D0%B8%D1%81%D0%BA%D0%B8-%D0%B8-%D0%BC%D0%B0%D1%80%D1%88%D1%80%D1%83%D1%82%D0%B8%D0%B7%D0%B0%D1%86%D0%B8%D1%8F-%D0%BF%D0%BB%D0%B0%D1%82%D0%B5%D0%B6%D0%B5%D0%B9#main-content)

    - [Введение](https://help.ecomcharge.com/knowledge-base-ru/%D1%80%D0%B8%D1%81%D0%BA%D0%B8-%D0%B8-%D0%BC%D0%B0%D1%80%D1%88%D1%80%D1%83%D1%82%D0%B8%D0%B7%D0%B0%D1%86%D0%B8%D1%8F-%D0%BF%D0%BB%D0%B0%D1%82%D0%B5%D0%B6%D0%B5%D0%B9#введение)
    - [Описание сервиса](https://help.ecomcharge.com/knowledge-base-ru/%D1%80%D0%B8%D1%81%D0%BA%D0%B8-%D0%B8-%D0%BC%D0%B0%D1%80%D1%88%D1%80%D1%83%D1%82%D0%B8%D0%B7%D0%B0%D1%86%D0%B8%D1%8F-%D0%BF%D0%BB%D0%B0%D1%82%D0%B5%D0%B6%D0%B5%D0%B9#описание-сервиса)
    - [Начало работы](https://help.ecomcharge.com/knowledge-base-ru/%D1%80%D0%B8%D1%81%D0%BA%D0%B8-%D0%B8-%D0%BC%D0%B0%D1%80%D1%88%D1%80%D1%83%D1%82%D0%B8%D0%B7%D0%B0%D1%86%D0%B8%D1%8F-%D0%BF%D0%BB%D0%B0%D1%82%D0%B5%D0%B6%D0%B5%D0%B9#начало-работы)
    - [Управление сервисом Smart routing](https://help.ecomcharge.com/knowledge-base-ru/%D1%80%D0%B8%D1%81%D0%BA%D0%B8-%D0%B8-%D0%BC%D0%B0%D1%80%D1%88%D1%80%D1%83%D1%82%D0%B8%D0%B7%D0%B0%D1%86%D0%B8%D1%8F-%D0%BF%D0%BB%D0%B0%D1%82%D0%B5%D0%B6%D0%B5%D0%B9#управление-сервисом-smart-routing)
    - [Настройки сервиса Умной маршрутизации](https://help.ecomcharge.com/knowledge-base-ru/%D1%80%D0%B8%D1%81%D0%BA%D0%B8-%D0%B8-%D0%BC%D0%B0%D1%80%D1%88%D1%80%D1%83%D1%82%D0%B8%D0%B7%D0%B0%D1%86%D0%B8%D1%8F-%D0%BF%D0%BB%D0%B0%D1%82%D0%B5%D0%B6%D0%B5%D0%B9#настройки-сервиса-умной-маршрутизации)
    - [Приложение 1: Логические операторы](https://help.ecomcharge.com/knowledge-base-ru/%D1%80%D0%B8%D1%81%D0%BA%D0%B8-%D0%B8-%D0%BC%D0%B0%D1%80%D1%88%D1%80%D1%83%D1%82%D0%B8%D0%B7%D0%B0%D1%86%D0%B8%D1%8F-%D0%BF%D0%BB%D0%B0%D1%82%D0%B5%D0%B6%D0%B5%D0%B9#приложение-1-логические-операторы)
    - [Приложение 2: Список системных полей](https://help.ecomcharge.com/knowledge-base-ru/%D1%80%D0%B8%D1%81%D0%BA%D0%B8-%D0%B8-%D0%BC%D0%B0%D1%80%D1%88%D1%80%D1%83%D1%82%D0%B8%D0%B7%D0%B0%D1%86%D0%B8%D1%8F-%D0%BF%D0%BB%D0%B0%D1%82%D0%B5%D0%B6%D0%B5%D0%B9#приложение-2-список-системных-полей)
- [PSP API документация](https://help.ecomcharge.com/knowledge-base-ru/psp-api-%D0%B4%D0%BE%D0%BA%D1%83%D0%BC%D0%B5%D0%BD%D1%82%D0%B0%D1%86%D0%B8%D1%8F#main-content)

    - [Введение](https://help.ecomcharge.com/knowledge-base-ru/psp-api-%D0%B4%D0%BE%D0%BA%D1%83%D0%BC%D0%B5%D0%BD%D1%82%D0%B0%D1%86%D0%B8%D1%8F#введение)
    - [Требования к запросам](https://help.ecomcharge.com/knowledge-base-ru/psp-api-%D0%B4%D0%BE%D0%BA%D1%83%D0%BC%D0%B5%D0%BD%D1%82%D0%B0%D1%86%D0%B8%D1%8F#требования-к-запросам)
    - [Коды HTTP ответов](https://help.ecomcharge.com/knowledge-base-ru/psp-api-%D0%B4%D0%BE%D0%BA%D1%83%D0%BC%D0%B5%D0%BD%D1%82%D0%B0%D1%86%D0%B8%D1%8F#коды-http-ответов)
    - [PSP ID и секретный ключ](https://help.ecomcharge.com/knowledge-base-ru/psp-api-%D0%B4%D0%BE%D0%BA%D1%83%D0%BC%D0%B5%D0%BD%D1%82%D0%B0%D1%86%D0%B8%D1%8F#psp-id-и-секретный-ключ)
    - [Торговцы (мерчанты)](https://help.ecomcharge.com/knowledge-base-ru/psp-api-%D0%B4%D0%BE%D0%BA%D1%83%D0%BC%D0%B5%D0%BD%D1%82%D0%B0%D1%86%D0%B8%D1%8F#торговцы-мерчанты)
    - [Магазины](https://help.ecomcharge.com/knowledge-base-ru/psp-api-%D0%B4%D0%BE%D0%BA%D1%83%D0%BC%D0%B5%D0%BD%D1%82%D0%B0%D1%86%D0%B8%D1%8F#магазины)
    - [Транзакции (DWH v.2)](https://help.ecomcharge.com/knowledge-base-ru/psp-api-%D0%B4%D0%BE%D0%BA%D1%83%D0%BC%D0%B5%D0%BD%D1%82%D0%B0%D1%86%D0%B8%D1%8F#транзакции-dwh-v-2)
    - [Транзакции (DWH v.1)](https://help.ecomcharge.com/knowledge-base-ru/psp-api-%D0%B4%D0%BE%D0%BA%D1%83%D0%BC%D0%B5%D0%BD%D1%82%D0%B0%D1%86%D0%B8%D1%8F#транзакции-dwh-v-1)
    - [Справка](https://help.ecomcharge.com/knowledge-base-ru/psp-api-%D0%B4%D0%BE%D0%BA%D1%83%D0%BC%D0%B5%D0%BD%D1%82%D0%B0%D1%86%D0%B8%D1%8F#справка)
    - [Отчеты (DWH v.2)](https://help.ecomcharge.com/knowledge-base-ru/psp-api-%D0%B4%D0%BE%D0%BA%D1%83%D0%BC%D0%B5%D0%BD%D1%82%D0%B0%D1%86%D0%B8%D1%8F#отчеты-dwh-v-2)
- [Видео инструкции](https://help.ecomcharge.com/knowledge-base-ru/%D0%B2%D0%B8%D0%B4%D0%B5%D0%BE-%D0%B8%D0%BD%D1%81%D1%82%D1%80%D1%83%D0%BA%D1%86%D0%B8%D0%B8#main-content)

    - [Создание правил в сервисе Smart Routing](https://help.ecomcharge.com/knowledge-base-ru/%D0%B2%D0%B8%D0%B4%D0%B5%D0%BE-%D0%B8%D0%BD%D1%81%D1%82%D1%80%D1%83%D0%BA%D1%86%D0%B8%D0%B8#создание-правил-в-сервисе-smart-routing)
    - [Кастомизация платежного виджета](https://help.ecomcharge.com/knowledge-base-ru/%D0%B2%D0%B8%D0%B4%D0%B5%D0%BE-%D0%B8%D0%BD%D1%81%D1%82%D1%80%D1%83%D0%BA%D1%86%D0%B8%D0%B8#кастомизация-платежного-виджета)
- [Интеграции](https://help.ecomcharge.com/knowledge-base-ru/%D0%B8%D0%BD%D1%82%D0%B5%D0%B3%D1%80%D0%B0%D1%86%D0%B8%D0%B8#main-content)

    - [Список активных интеграций с PSP, банками, провайдерами АПМ](https://help.ecomcharge.com/knowledge-base-ru/%D0%B8%D0%BD%D1%82%D0%B5%D0%B3%D1%80%D0%B0%D1%86%D0%B8%D0%B8#список-активных-интеграций-с-psp-банками-провайдерами-апм)
- [Обновления](https://help.ecomcharge.com/knowledge-base-ru/%D0%BE%D0%B1%D0%BD%D0%BE%D0%B2%D0%BB%D0%B5%D0%BD%D0%B8%D1%8F#main-content)

    - [2025](https://help.ecomcharge.com/knowledge-base-ru/%D0%BE%D0%B1%D0%BD%D0%BE%D0%B2%D0%BB%D0%B5%D0%BD%D0%B8%D1%8F#2025)
- [Поддержка и обращения](https://help.ecomcharge.com/knowledge-base-ru/%D0%BF%D0%BE%D0%B4%D0%B4%D0%B5%D1%80%D0%B6%D0%BA%D0%B0-%D0%B8-%D0%BE%D0%B1%D1%80%D0%B0%D1%89%D0%B5%D0%BD%D0%B8%D1%8F)

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