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The business you bought from handles the product itself. They ship it, replace it, and honor the warranty. We service the account that pays for it. Contact them first. Their email address and phone number are on your Help page in uPortal360, under Product or Service. If you cannot reach them, or they have not fixed it, open a request with us. We record it, send it to them, and follow it until it is resolved.
Your payments are still due while the request is open. A problem with the product does not pause the account.

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Opening the request

1

Go to Help

Sign in to uPortal360 and select Help, then Start Inquiry.
2

Choose Help With My Purchase

Under Product or Service, find I Need Help With My Purchase and select Select.The Product or Service section with the seller's contact details and the I Need Help With My Purchase option
3

Complete the form and submit

Answer each question, then select Submit. The steps after that, from your case number to your ticket, are the same for every request type. See the example on Opening a support request.

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What the form asks, and why

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Choosing an option

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What happens next

We acknowledge the request by the next business day and send it to the seller. They review it and contact you. Most requests are resolved within 11 business days. See Reading your ticket. If you want to give it back instead, see Returning or canceling a purchase.

All request types

Back to support requests.