General Information :
What is a support Ticket?
A support ticket is a request for assistance or help that is submitted to our customer support team. It serves as a way to streamline your request without having to wait and speak to a representative at your convenience!
When should I submit a ticket?
You should submit a ticket for any of the following request for Draft change or Legal Summons inquiries
How long does processing take?
You can expect to hear from us within 24 hours of submitting your request. However, the full resolution process may take a few days, especially if additional information is needed. We will keep you updated throughout the process and reach out if we require any further details. Thank you for your patience!
What happens after I submit my ticket?
Your request will be reviewed by a customer support specialist, and updates will be provided to you in your recent message section within the messenger window in addition to receiving an email.
How-to Questions :
How do I create a ticket using chat messenger window?
1. Select 'Create a Ticket'
2. Choose ticket type
3. Provide all required information within the form.How can I attach my files to my ticket?
You can select File, upload and browse for the saved documents you wish to attach. Please be sure that all documents received are uploaded to your ticket for faster service.
Can I update or edit a ticket after submission?
You cannot directly edit or update a ticket after submission. Once a ticket is created and worked on, it's not possible to change its type. However you can communicate through your existing ticket conversation and upload documents within the existing ticket.
Can I check my ticket status?
Yes, you can check the status of your ticket by visiting the Messenger section on your dashboard. Additionally, you will receive email notifications with updates on your account, ensuring you stay informed throughout the process. If you have any further questions, feel free to reach out.
Account Specific Questions :
Can I view all my past tickets?
Yes, you can view your past ticket submissions. We provide several ways for customers to access their ticket history: 1) Tickets space in the Messenger: Customers with active or resolved tickets can see a list of their tickets in chronological order, with recent activity on top. 2) Messenger Home: Recent tickets appear in the Messenger Home for easy access.
Can I close a ticket myself?
No, you can't close a ticket on your own, however, you can communicate through your existing ticket conversation and request for your ticket to be closed.
How do I provide feedback after my ticket is resolved?
After a ticket is resolved, you will be asked to provide a rating that will help us to evaluate how we are doing.
What if I need to provide additional documents?
You will receive a notification with instructions on how to upload additional documents. You can also upload in your client portal.
Why is chat support no longer available for the Legal Summons ticket process?
To streamline requests, we have moved Legal Summons Request and Draft Change inquiries to a ticketing system.
What information do I need to provide for legal summons?
Court summons documents, creditor name, account number, lawsuit service details, court date, and funds availability.
What information do I need to provide for Program change request?
Schedule draft draft date/amount, new draft date, new desired amount, last four of your ssn, date of birth, additional information you would like us to note