Managing support cases in ShipAccel

1. Sign in to ShipAccel.
2. Select your name in the upper right and select Manage Subscription. If you do not see this option, then this article does not apply to your account. Instead, sign in to Your Account to manage your cases.
3. On the left side, select Create A Case.
4. Select the type of case you need to create:
   • Subscription & Financial Support: For questions about your subscription, billing, or account access
   • Technical Support: For help using your software, troubleshooting issues, or resolving errors
5. In the Details about your case box, enter a detailed description of your question or problem.
6. To add an attachment, select Choose files, or drag and drop your files onto the area that says Choose files to attach or drop files here.
7. Click Submit.
8. Check your email for a confirmation email from the system, with your case details and next steps.

Updating a support case

If you need to add more information to an open case, you can update it.

1. Sign in to ShipAccel.
2. Select your name in the upper right and select Manage Subscription. If you do not see this option, then this article does not apply to your account. Instead, sign in to Your Account to manage your cases.
3. On the left side, select Manage Cases.
4. (Optional) Use the menus and search box at the top of the list to filter the cases to help locate the one you want.
5. Click on the case number of the case you wish to update.
6. Select Add Comment.
7. To add an attachment, select Choose files, or drag and drop your files onto the area that says Choose files or drag & drop here.
8. To delete an attachment, click the delete icon next to it and select Delete to confirm.

Closing a support case

If you do not need a case any longer, for instance if the issue has been resolved, you can close the case.

1. Sign in to ShipAccel.
2. Select your name in the upper right and select Manage Subscription. If you do not see this option, then this article does not apply to your account. Instead, sign in to Your Account to manage your cases.
3. On the left side, select Manage Cases.
4. (Optional) Use the menus and search box at the top of the list to filter the cases to help locate the one you want.
5. Click on the case number of the case you wish to update.
6. Select Close Case.
7. Select the reason and enter any comments to explain why you are closing the case.
8. Select Close Case.

Downloading your support case list

1. Sign in to ShipAccel.
2. Select your name in the upper right and select Manage Subscription. If you do not see this option, then this article does not apply to your account. Instead, sign in to Your Account to manage your cases.
3. On the left side, select Manage Cases.
4. (Optional) Use the menus and search box at the top of the list to filter the cases to just the ones you want to download
5. From the Download List button, select the format you wish to export.