Appearance
Getting Help
Need assistance with GovPayPlan? Our support team is here to help registered users through secure channels within the Admin Portal.
How to Contact Support
Step 1: Sign In to the Admin Portal
- Navigate to the Admin Portal
- Complete the login process
Step 2: Access the Help Center
- Look for the help icon in the bottom-right corner of the screen
- Click the icon to open the Help Center
Step 3: Choose Your Support Option
From the Help Center, you can:
| Option | Description |
|---|---|
| Create a Ticket | Submit a detailed support request and track its progress |
| Live Chat | Chat directly with a support representative in real-time |
Why We Only Provide Support Through the Admin Portal
For your security, we only provide direct assistance to registered users through the Admin Portal. This approach ensures:
- Identity Verification: We can confirm you are an authorized user for your agency
- Secure Communication: All conversations happen within our encrypted platform
- Account Context: Our team can see relevant account details to assist you faster
- Audit Trail: All support interactions are logged for compliance purposes
Important
We do not provide support via email or phone. Any emails or calls claiming to be from GovPayPlan support should be treated as suspicious. Always access support through the Admin Portal.
What to Include in Your Support Request
To help us resolve your issue quickly, please include:
- A clear description of the issue or question
- Any error messages you're seeing
- Steps to reproduce the problem (if applicable)
- Transaction IDs (if related to a specific payment)
- Screenshots (if helpful)
Support Hours
Our support team is available during business hours to assist with your questions. Response times vary based on the nature of your request:
| Request Type | Typical Response Time |
|---|---|
| Critical issues | Within 1 hour |
| General questions | Within 1 business day |
| Feature requests | Within 2-3 business days |
Self-Service Resources
Before contacting support, you may find answers in:
- This Help Center documentation
- The Quick Start Guide for getting up and running
- The Workflows section for day-to-day tasks
- The Integration Guides for technical questions