Through the Customer Portal, you can access the Penelope Help Center by selecting the Penelope tile and view Support cases by clicking Cases at the top of the page.

Note: To view Support Cases, users will be required to have a login.

The Penelope Help Center contains all of our free instructional, step-by-step materials for using and configuring your Penelope database. Type in feature names or keywords in the search bar at the top, or select a tile to scroll through articles of various topics.

If you're creating a customer portal account for the first time, click "Signup" and fill out the name and email fields.

Important: On your first visit to the customer portal on or after August 12, 2024, you will need to set a new password using the "Forgot your password?" link.

Once you've logged in, you'll find yourself on the Cases page of the Customer Portal. Here, you can create a Support case or access previous cases you've submitted to the Penelope Support team.

Important: Creating a case through the Customer Portal is for questions specific to product support. For inquiries related to billing, sales, or account management—please click here.

To create a new case, click 'New' in the top-right corner of the Cases page.

Enter the following required case details in the pop-up window:

Select Save to submit your Support case.

A Case Number will be generated for your case record, and the new case will be displayed on the Cases page of the Customer Portal.

To include additional details after the case is submitted, you can select the case number to open the case and click 'New' in the Case Comments section.

Type your comment in the text field, then click Save. The Support representative will be notified of the case update.

You can view all public comments in the Case Comments section. This is the primary form of contact with the Support representative for any case created through the Customer Portal.

You can also attach relevant screenshots, videos, or other documents to your case by clicking 'Upload Files' in the Attachments section at the bottom of the case.

Select the file from your desktop you'd like to attach, then click Done once it's finished uploading.

On the Cases page, you can use the dropdown arrow at the top-left to change your Cases view (ex. My Open Cases, My Closed Cases). You can also click the pin icon next to the selected view's name to set it as your default list when loading this page.

The case fields displayed provide the following information for each case: