Customer Portal Guide

Welcome to Exact Payments Payfac-as-a-Service customer portal, we are glad you’re here!

This self-service portal is designed to provide you with a seamless and convenient way to access a wide range of services, information, and resources to enhance your experience with Exact’s Payfac-as-a-Service offering.

In this guide, we will walk you through the key features and functionalities of our customer portal to help you make the most of your experience. Whether you're a first-time user or a returning client, this guide will assist you in navigating all the tools in the portal effectively:

1. Home

   • From the home page you can view all the sections of the Customer Portal. At the top of the page is a Search bar where you can initially search all sections of the portal for solutions:
     
     

2. Knowledge Base
   
   

   • Before submitting a request to Exact Support, you can search for answers to common questions and issues utilizing our knowledge base.

   • The Payfac-as-a-Service Knowledge Base contains several sections including: 

1. Getting Started: Information for Partners and Merchants integrating with Exact Payments

2. Online Payments: A guide to processing online transactions. Transaction types, credit, and ACH processing information.

3. Dashboard Guide: Using the Payfac Dashboard UI. Provides examples of both Partner and Merchant views.

4. Risk and Compliance: Information surrounding Underwriting requirements during onboarding as well as details on chargebacks.

5. How to Guides: How to complete various tasks on the Payfac Platform.
   
   

3. Forums
   
   

   • We have included a forum space to encourage open community discussions amongst customers to share with us their thoughts, experiences, and questions!

   • Accessing the Customer Portal Forums: Look for the "Forums" tab to access the Exact Payments Forum.

   • Explore Forum Categories: The forum is organized into two sections, one for Partners, and one for Merchant. Current categories are Feature Requests and Tips and Tricks. Post questions and requests using the form, pictured below:
     
     

• The forums are designed to engage users with other community members, share experiences, and find solutions to problems they may encounter.

4. Submitting a ticket
   
   

   • The fastest way to resolve an issue, or get an answer to a question you might have is to submit a ticket, which can be done by clicking on the Submit a Ticket button. Our support staff are monitoring this inbox and will get back to you with a response as soon as possible.
     
     

   • Once you’ve clicked on Submit a Ticket you’ll be presented with a form to complete.
     
     
     
     

5. Suggested Articles
   
   

   • While typing the subject of your request “Related articles” will appear from the Knowledge Base. Check here first for potential solutions.

6. Ticket Creation Auto-Reply
   
   

   • After submitting the ticket our ticketing system will return an email confirmation that the ticket has been received. This will contain the ticket number of your request for future reference. It will appear similar to this:
     
     

Hello Richard,

Ticket number 7984 has been created for this request.

You may view and respond to the ticket here https://exactpay.freshdesk.com/helpdesk/tickets/7984

Our PayFac Knowledge Base is found here: https://knowledge.exactpay.com/

Regards,

Exact Payments

7. Exact Helpdesk Account Creation
   
   

   • If this is the first time a ticket has been submitted using this email address, a second email will be sent prompting the user to set a password for the automatically generated helpdesk user account:
     
     

Hi Richard,

A new Exact Payments user account has been created for you.

This user allows you to access Exact's Support portal where you can view and track the status of your requests.

Click the URL below to activate your account and select a password.

https://knowledge.exactpay.com/register/8jnkMy3TCFHeGQd5Tb3i

Regards,
Exact Payments

• Clicking the link in the email will take you to a portal where a password can be set for the new user profile:
  
  

8. Viewing your tickets
   
   

   • Once you have logged into the Helpdesk you will see a new tab along the site header for “Tickets”.
     
     
     
     

   • Under this ticket view will appear any and all tickets that have been created for this user and the options to filter the list and export the tickets as a CSV or Excel file. Notice in the image below you can also view the current status of each ticket:
     
     

9. System Status
   
   

   • Exact is providing a transparent view into our platform status so that our customers are empowered to check all possible variables if an issue is encountered with payment processing.
     
     

We hope this guide helps you navigate our customer portal. If you have any questions or require further assistance, please don't hesitate to reach out to our support team. We are happy to help you in any way we can!