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You can open a support request in uPortal360 at any hour. In the menu, select Help, then Start Inquiry. Sign in first if you are not already in. Each request becomes a support ticket with its own case number, which you can follow and add to until it is closed. The Help page, with About Support Tickets, the seller's contact details under Product or Service, and Before You Begin

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Before you start

Have your account details to hand, and a verified phone number or email address on your account. That is how we come back to you. Before You Begin: what to have ready, a note that UAS may check with the seller, the verified contact requirement, and the Start Inquiry button
We may check with the business you bought from. When we look into an account question we can reference what they hold: purchase date, location, identification, the original contract, and any contact you have had with their support team.

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Choosing a request type

The request type decides who looks at it, so pick the closest one. You can also type in Find what you need here to filter the list. Each type has its own page explaining the questions its form asks and why.

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Billing

We handle these ourselves. The Billing request types, I Have a Question About My Bill and I Have a Question About My Promotional Offer, under a search box

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Product or service

Questions about what you bought. Contact the business you bought from first. They hold the goods, the warranty and the returns process. Their name and contact details are shown at the top of this section. The Product or Service section, recommending you contact the seller first and giving their contact details, above the I Need Help With My Purchase option

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Identity theft

If the account is not yours, use these rather than a billing question. They follow a different process.You may be asked for a police report or similar documentation. Complete the whole process in one go. What you enter is not saved until you submit it.
The Identity Theft section, with its warning about police reports, and the options The Account is Not Mine and The Account Belongs to Someone Else I Know

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Example: opening a request

Every request type works the same way. Only the questions on the form change. This example is a Return or Cancel request. The page for each type lists its own questions.
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Select the request type

Select Select on the type you want. It turns green and reads Selected, and the form opens.The I Would Like to Return or Cancel option highlighted in green with a Selected button
2

Read the form's notes

Some forms open with an Important note. This one asks you to contact the seller first. Questions marked with a red * are required. Select the i beside a question for a hint.The I Would Like to Return or Cancel form, with an Important note to contact the seller first, and empty required questions
3

Answer the questions and submit

Answer each question, then select Submit.The same form completed, with Yes, some additional details, a desired resolution of Refund or Partial Refund, and the Submit button
4

Note your case number

The confirmation shows your case number. Keep it. It is how you and we refer to this request.Your request has been submitted, showing the case number, office hours, and how you will be updated
The confirmation mentions the number at the top right of uPortal360. That number can belong to the business you bought from. To reach us, call (888) 233-2302.
5

Confirm how to reach you

Choose the best phone number, email address and time of day to contact you, then select Update & Continue. This takes you to your ticket, where you can add attachments and remarks.Contact preference questions for best phone number, best email and best time of day, and the Update and Continue button

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What happens next

Your request is logged and we gather what is needed. Our office works cases Monday to Friday, 7:00 AM – 7:00 PM Central, and aims to pick yours up within one business day. If your email address is verified, you get an email each time the ticket is updated.

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How long it should take

If your request is about something the business you bought from has to decide, such as a return, a cancellation or a product fault, most of that time is theirs, not ours. The ticket shows you where it is waiting.

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Reading your ticket

While a ticket is open, the Home screen tells you so. Select here to go straight to it. The Home screen with a banner reading You have an open Support Ticket, Click here to review You can also select Support Tickets in the menu. Open and closed tickets are listed separately, with their case number, created date, status, reason and subject. Select View to open one. View Support Tickets, with one open ticket showing its case number, created date, Initial Review status and Product or Service reason, and a View button The ticket opens with your contact information. This is where we will reach you, so check it and select Update/Verify if anything is wrong. Case Details follow. A support ticket headed with its case number, the account holder's contact information with verified phone and email, an Update/Verify button, and the start of Case Details Case Details for an open ticket: created date, subject, Initial Review status, Merchant Status and Hold Date of N/A, and a description repeating the form answers and contact preferences Status and Merchant Status are separate. Status is our progress on the ticket. Merchant Status is the seller’s progress on their part. They can read differently at the same time.

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Status

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Merchant Status

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Adding information to your ticket

While a ticket is open you can add a remark or upload a file, such as a receipt, a photo of a fault, or a police report. The seller sees both. The bottom of a ticket: the Public Remarks log, the Attachments heading with a green button, and a box to add a public remark with Clear and Submit buttons
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Add a remark

Type in Add Public Remark Here and select Submit. It is added to the Public Remarks log with the date and time.
2

Attach a file

Select the green button beside Attachments, then Choose File. On a phone you can pick from your photos, take a photo, or choose a file. Select Upload. Each file must be under 10 MB.Choosing a file to attach on a phone, with options for Photo Library, Take Photo or Video, and Choose File
3

Check it arrived

The file is listed under Attachments with its date and size, and the upload is recorded in Public Remarks.An attached file listed with its created date, name, size and a Download button, the upload recorded in Public Remarks, and the 10 MB limit
You cannot attach a file to a closed ticket. If you have something new after it closes, open a new request. If you disagree with the outcome, dispute it (see below).

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If it is taking too long, or the answer is wrong

You can escalate the request from the portal, or in writing. You have to wait until the day after you opened it. You cannot escalate the same day. If you disagree with the resolution you are given, you can dispute it, in the portal or in writing. Someone other than the person who answered it looks at the dispute, and the aim is a final response within 7 business days. Some are extended. You should be told if yours is. Both of these are normal, and using them does not put you at the back of a queue.

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If it is urgent

Call instead. A scheduled payment that needs stopping, or a sign-in problem the day a payment is due, should not wait for a queue.

Call (888) 233-2302

Monday to Friday, 7:00 AM – 7:00 PM Central.