The eWay support portal at www.ewaycorpsupport.com is where you can see every ticket your organization has raised, in one place. Tickets you send by email appear here too, so the portal and email work side by side.
What you can do in the portal
- Submit a new ticket, with attachments
- View all your open and past tickets
- Check the current status and priority of each ticket
- Read the full history of a ticket, including every update and reply
- Add comments and attachments to an existing ticket
- Search this knowledge base for answers
Getting access
Portal access details are sent to your team during onboarding with eWay. If you are new to your organization's team, or have not received access, email support@ewaycorp.com and ask for a portal account. Your email address becomes your sign-in.
Submitting a ticket
- Go to www.ewaycorpsupport.com and sign in.
- Select the new ticket button at the top of the page, or go straight to the new ticket form.
- Enter a subject that names the site and the problem.
- Describe the issue: what happened, where, when, and who is affected. The template in how to write a support request helps.
- Attach screenshots or files.
- Add anyone who should receive updates in the CC field.
- Submit. You will see the ticket number on screen and receive an acknowledgement email.
Tracking your tickets
After signing in, open the Tickets tab to see your list. Each ticket shows:
| Field | What it tells you |
|---|---|
| Ticket number | The reference for the issue in every conversation |
| Status | Open, Pending, Resolved, or Closed (see below) |
| Priority | The severity level, P1 to P4 |
| Last updated | When there was last activity on the ticket |
Open any ticket to read its full history and to add a comment or attachment. Anything you add goes to the engineer working on it.
Ticket statuses
| Status | Meaning | What you do |
|---|---|---|
| Open | An engineer is working on it | Nothing, unless you have new information |
| Pending | Waiting on information from you; the response clock is paused | Reply with what was asked |
| Resolved | A fix or workaround has been applied, with a summary | Check it works; reply to reopen if the issue returns |
| Closed | Complete; closes automatically 48 hours after it is Resolved | Reply to reopen it if the issue returns; raise a new ticket for a new issue |
Tips
- Bookmark the portal so it is easy to find during an incident.
- Use the portal for large attachments that might be blocked by email size limits.
- Search the knowledge base first for how-to questions. Many common answers are here already.
- Critical issue? Submit the ticket, then call 877-487-3929. See calling support for critical issues.
Trouble signing in?
Use the password reset link on the sign-in page. If that does not help, email support@ewaycorp.com with your name and organization, and we will sort out your access. Email support keeps working while your portal access is being fixed.
Related: how to request support and what happens after you submit a ticket.
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