How to submit a support ticket

Submitting a ticket to Check

Step-by-step: Submitting a support ticket

1. Log in to Console and click the Help Center icon in the bottom-left corner

2. On the Help Center page, click Submit a request (top of the page)

1. Enter the email(s) to receive updates
• The requester will receive notifications by default
• Use the CC field for additional contacts

2. Select the Request Category
• This impacts how your ticket is prioritized under Check's service-level agreements (SLAs)

3. Enter a clear subject line
• Console may suggest Help Center articles to resolve your issue without escalation

4. Provide a detailed description
• Include all necessary context to avoid unnecessary back-and-forth

5. Include relevant public IDs for companies or employees
• These can be found in Console under each record

6. Upload attachments, especially for:
• Tax notices
• Garnishment documents

7. Click Submit to send the request to Check

FAQs

How do I monitor my submitted tickets?

• You’ll receive email updates when your ticket status changes.

• You can also click on your name in the ticket submission portal and select My activities to view all open and past tickets.

What do the ticket statuses mean?

• New: Ticket created but not yet assigned

• Open: Ticket is being actively worked on

• Pending: Waiting on a response from the partner

• On Hold: Waiting on a response from Check

• Solved: Ticket resolved and considered closed

How do I escalate a ticket?

Click the Escalate button on any open ticket.

Recording