How to Use the Dwolla Support Portal

Logging In

Log into the Dwolla Support Portal by following these steps. Note: If you don’t already have a support portal account, please email support@dwolla.com and request one. Once we receive your request, we’ll send you an email with instructions for creating your account.

1. Go to the support portal home page and click the Login button in the upper right hand corner.

2. Log in by entering the email address and password you used to create your support portal account.

Creating a Support Request

Once you’re logged into the support portal, you can create a new support request by following these steps.

1. Click Contact Support at the top of the screen.

2. Scroll down to the Contact Customer Support form. Include a detailed Subject and Description for your support request, and click Submit.

Contacting Support via Chat (Premium Support Feature)

If your business has access to Premium Support, you can also contact Dwolla’s support team via live chat. To create a new chat session, follow these steps.

1. After logging in to the support portal, click Contact Support at the top of the screen:

2. Click on Chat with an Expert at the bottom right hand corner of the screen.

Viewing Support Request History

Once you’re logged into the support portal, you can view your team’s support request history by clicking on My Support Requests in the top menu.

Basic Support FAQs

What is Basic Support at Dwolla?
Basic Support is the standard Dwolla support plan and is included with all Dwolla integrations. It includes:

• Email support from the Dwolla Customer Excellence Team via support@dwolla.com.
• Access to submit new support requests, monitor current support requests and view your team’s support request history via the Dwolla Support Portal.
• Access to Dwolla’s robust developer documentation, support articles and developer forum.

Who will respond to my support requests under the Basic Support plan?
A team of dedicated Customer Excellence Managers are available to respond to support requests from your team Monday to Friday, 8 a.m. to 5 p.m. Central Time (excluding bank holidays).

Can I receive real-time support via phone or chat on the Basic Support plan?
No, live chat and phone support are only available on our Premium Support plan.

How much does Basic Support cost?
There is no additional cost for Basic Support. It’s included in your current monthly service fee.

How do I enable Basic Support for my account?
All Dwolla clients are on our Basic Support plan by default. Please contact support@dwolla.com if you need help setting up a support portal account or logging into or using the Dwolla Support Portal.

How do I receive support from Dwolla through the Basic Support plan?
You can contact Dwolla’s support team two ways:

• Log into the Dwolla Support Portal and create a new support request.
• Send an email to support@dwolla.com.

How soon will I receive a response to my support request as a Basic Support client?
Clients on the Basic Support plan typically receive a response to support requests within two business days.

How do I enroll in Dwolla’s Premium Support plan?
To enroll in our Premium Support plan, please contact support@dwolla.com.

Premium Support FAQs

What is Premium Support at Dwolla?
Premium Support is a Dwolla support plan that provides a higher, more personalized level of support. It includes all the features of Basic Support plus:

• A dedicated Customer Excellence Manager who is familiar with your integration to answer your support requests.
• A dedicated Relationship Manager.
• Real-time chat support via the Dwolla Support Portal.
• Access to beta product releases from Dwolla.
• One Enhanced Report per month.
• Custom Reports (additional fees apply).

Who will respond to my support requests under the Premium Support plan?
Your dedicated Customer Excellence Manager is available to respond to support requests from your team Monday to Friday, 8 a.m. to 5 p.m. Central Time (excluding bank holidays).

How much does Premium Support Cost?
Please email relationshipmanagement@dwolla.com for more details regarding Premium Support pricing.

How do I receive support from Dwolla through the Premium Support plan?
You can contact Dwolla’s support team multiple ways under the Premium Support plan:

• Log into the Dwolla Support Portal and start a new chat session.
• Log into the Dwolla Support Portal and create a new support request.
• Send an email to your dedicated Customer Excellence Manager.
• Request a video meeting with your dedicated Customer Excellence Manager.
• Send an email to support@dwolla.com.

How soon will I receive a response to my support request as a Premium Support client?
Premium Support clients typically receive a response to support requests in less than one business hour.

What is included in Enhanced Reports?
With Enhanced Reports, you can choose between the End Users with a Balance Report and the Dwolla Statement Data Report, which can be run for an end user or a primary account. Your dedicated Customer Excellence Manager will provide it to you once a month.

What is the difference between Enhanced Reports and Custom Reports?
With Enhanced Reports, you can choose between the End Users with a Balance Report and the Dwolla Statement Data Report, which can be run for an end user or a primary account. Your dedicated Customer Excellence Manager will provide it to you once a month. For Custom Reports, we set up a discovery session with you to discuss the content and frequency of the custom report. Then we send you a proposal for building that report, including the estimated cost and development time involved.

What are the fees associated with Enhanced Reports and Custom Reports?
As a Premium client, you receive one Enhanced Report delivered once a month at no additional cost. With Custom Reports, costs vary based on the scope of the request.