Quick guide for customers to submit tickets through Web3's portal: 

  • To raise a support query, you need to click on the "new support ticket button".





  • You will be taken to your ticket form where you can provide us more details on the problem/request; 



  • To ensure proper resolution of the request, please provide a detailed description.

  • Also, it would greatly help if you could provide us with additional details such as the operating system used, browser and mobile device  used - if relevant to the request.

  • If you need to attach files to your ticket, please do so.
  • Once you're done, hit the SUBMIT button.
  • You will then be taken to the public ticket page where you can check the status of the ticket, add replies and notes to it when needed.
  • You will also receive an email notification with your public ticket URL  


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  • Once the issue is resolved, you will receive an update from our Customer Support Specialist explaining to you how the problem was solved.
  • If you are not satisfied with the solution, please reply and we will then queue your request again.

 

Turnaround Time


We allot 48-72 hours to complete each support request. This includes any changes/additions to the code and testing of the results.


Should we need more information from you or a third party to complete the request, please understand that the due date would subsequently change depending on when we receive the reply from you or from a third party.


Based on our experience, we have handled support requests that required contacting a third party such as:

  1.  

    • theme developer

     

    • website host

     

    • Paypal

     

    • Gravity Forms

     

    • Infusionsoft