> ## Documentation Index > Fetch the complete documentation index at: https://faq.universalaccountservicing.com/llms.txt > Use this file to discover all available pages before exploring further. # Opening a support request > Raise a request in uPortal360 at any hour, which category to choose, and what to have ready. You can open a support request in uPortal360 at any hour. Sign in and select **Help**, then **Start Inquiry**. The Help page explaining support tickets, what to have ready before starting, and a Start Inquiry button ## 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. **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. ## Choosing a category The category shapes who looks at it, so pick the closest one. Inquiry categories grouped under Billing, Product or Service, and Identity Theft ### Billing | Option | Use it for | | ------------------------------------------------ | --------------------------------------------------------------------------------------------------------------- | | **I Have a Question About My Bill** | Fees, interest charged, or when your next payment is due | | **I Have a Question About My Promotional Offer** | Your promotional period, interest accrual, or early termination — see [Promotional offers](/promotional-offers) | | **I Have a Hardship** | Natural disaster, bankruptcy, or financial hardship | ### Product or service Questions about what you actually bought. **Contact the business you bought from first** — they hold the goods, the warranty and the returns process. Their details are shown on the Help page. | Option | Use it for | | ----------------------------------------------- | ----------------------------------------------- | | **I Need Help With My Purchase** | Wrong item, nothing received, defects, warranty | | **I Would Like to Make an Additional Purchase** | Buying more from the same seller | | **I Would Like to Return or Cancel** | Returning or cancelling goods or services | ### 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 inquiry options, offering The Account is Not Mine and The Account Belongs to Someone Else I Know | Option | Use it for | | ---------------------------------------------- | ---------------------------------------------------------------------------- | | **The Account is Not Mine** | You have no knowledge of the account, or you have experienced identity fraud | | **The Account Belongs to Someone Else I Know** | You know about the account but are not responsible for it | ## What happens next Your request is logged, we gather what is needed, and it follows the resolution process for your account type. **You will get email updates as it progresses**, and you can see open and closed requests under **Support Tickets**. ### How long it should take | | | | ------------------------------------ | ----------------------------------------------------------------------- | | **Acknowledged** | The next business day | | **Resolved** | Within **11 business days** for most requests | | **If the seller has to be involved** | Longer, and you will see it on the ticket while we chase them | | **Identity theft** | Up to 60 calendar days, because it is investigated rather than answered | If your request is about something the business you bought from has to decide — a return, a cancellation, a product fault — most of that time is theirs, not ours. The ticket shows you where it is sitting. ### 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. A dispute is looked at by someone other than the person who answered it, 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. ## 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. Monday to Friday, 7:00 AM – 7:00 PM Central.