We have streamlined the support we provide. While our team is always available, the fastest and most efficient way to get assistance is by raising a case directly through your Verto Account.
Using the Tickets feature allows you to bypass email wait times, provide all necessary details upfront, and keep your communication organised in one secure place.
1. How do I create a new support ticket?
Raising a request is simple and takes less than a minute:
Step 1: Log in to your Verto Account.
Step 2: On your Home Page, look at the navigation menu on the left-hand side.
Step 3: Scroll to the bottom of the menu and click on ‘Tickets’.
Step 4: Once the Tickets page opens, click the ‘Create Ticket’ button in the top right corner.
Step 5: Fill in the details of your query and hit submit.
2. Why should I use Tickets instead of emailing?
Priority Routing: Tickets are automatically categorised and sent to the right specialist (like our Payments or KYC teams) immediately.
Security: Sharing sensitive transaction details through your account is more secure than standard email.
No Lost Threads: All your messages and our responses stay attached to the specific case, so you never lose track of a conversation.
3. How can I track the progress of my request?
No more wondering if your email was received! You can monitor your request in real-time:
Go back to the ‘Tickets’ page at any time.
You will see a list of all your active and closed requests.
Each ticket will display its current Status (e.g., Open, In Progress, or Resolved).
4. Can I add more information to a ticket after I’ve created it?
Yes. If you realize you forgot to attach an invoice or want to provide a quick update, simply click on the existing ticket in your list and post a comment. Our team will be notified instantly.
5. Can I still call or email the team?
While our phone and email lines remain open, we recommend the Tickets portal for all transaction-specific queries. It ensures our agents have all your account data ready at their fingertips the moment they open your request, leading to a much faster resolution.
Pro-Tip: When creating a ticket, try to include your Transaction Reference (TO/EN number) in the description. This helps our team investigate and resolve your issue even faster!