# How to Use the Dwolla Support Portal ## Logging In Log into the [Dwolla Support Portal](https://support.dwolla.com/s/?__hstc=134168721.22aee5c0e8a58a00e6c7384e02948ac6.1693506312848.1706123848954.1706736077867.142&__hssc=134168721.2.1706736077867&__hsfp=3297838879) by following these steps. Note: If you don’t already have a support portal account, please email [support@dwolla.com](mailto: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](https://support.dwolla.com/s/?__hstc=134168721.22aee5c0e8a58a00e6c7384e02948ac6.1693506312848.1706123848954.1706736077867.142&__hssc=134168721.2.1706736077867&__hsfp=3297838879) 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](mailto: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](https://support.dwolla.com/s/). - Access to Dwolla’s robust [developer documentation](https://developers.dwolla.com/api-reference), [support articles](https://support.dwolla.com/s/) and [developer forum](https://discuss.dwolla.com/). **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](mailto:support@dwolla.com) if you need help setting up a support portal account or logging into or using the [Dwolla Support Portal](https://support.dwolla.com/s/). **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](https://support.dwolla.com/s/) and create a new support request. - Send an email to [support@dwolla.com](mailto: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](mailto: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](https://support.dwolla.com/s/). - 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](mailto: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](https://support.dwolla.com/s/) and start a new chat session. - Log into the [Dwolla Support Portal](https://support.dwolla.com/s/) 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](mailto: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.