Requesting Support

Our support team is available 24/7 to ensure uninterrupted assistance for your business. Whether you need help with a technical issue, have a question about transactions, or require guidance on system configurations, our team is ready to respond promptly at any time.

We are committed to providing reliable and continuous support to meet the demands of our industry, no matter the time zone or urgency.

If you need assistance, feel free to reach out to us at your convenience.

—we’re always here to help!

You can reach our support team through multiple convenient channels. For assistance via email, contact us at tech_support@finera.com. Alternatively, you can submit a support request directly through our portal using the “Submit a Request” option. Moreover, you also have access to live chat for real-time assistance with any inquiries or requests.

We are available 24/7 to ensure your questions are addressed quickly and effectively, no matter which method you choose to contact us.

To ensure a smooth and thorough investigation of any transaction, it’s important to provide the necessary details and documentation. Key information includes the transaction date, transaction number, amount, and currency involved. These details allow us to locate and review the transaction in question quickly and accurately.

In some cases, additional documentation may be required to support the investigation. This can include a proof of payment, such as a receipt or payment confirmation, and, if applicable, a bank statement showing the relevant transaction.

Providing all requested information upfront helps expedite the investigation process and ensures a swift resolution to your inquiry.

In case you need to create an account on our support portal, please follow the below steps:

1. Click on "Sign in" button (top-right).
2. Click on "Sign up" link.
3. Input your name and email, and then click "Sign up" button.
4. Check your email (including your Spam folder). You will receive a link to set a new password for your account.

If you get a notification that an account already exists, then it means you have interacted with our organisation before. In such a case you can sign in to the portal directly. If you have forgotten your password (or never created one before), please follow the reset password process to create a new one.

To view and manage your support tickets, follow these simple steps.

First, click on your profile icon located at the top right of the page. Next, select “Requests” from the dropdown menu. This will take you to the “My requests” section, where you can view all your submitted tickets. Here, you’ll find detailed information about each ticket, including status, updates, and any responses from our support team.

For ongoing support, you can add replies to non-closed tickets directly from this page. Additionally, if your organisation has multiple users, you can access the "Organisational requests" tab. This section allows you to view and respond to tickets created by other members of your organisation, ensuring seamless collaboration on shared inquiries.

Your live chat history is readily accessible within your account portal. While live chat sessions are conducted in real-time, every completed chat (ended session) is automatically converted into a support request, ensuring a complete record of your interactions with our team. To review past conversations, simply navigate to your profile and select the "Requests" section. There, you'll find a comprehensive list of all your submitted requests, including those originating from live chat sessions, allowing you to easily track and reference previous communications. This also means that any live chat request can be easily followed up on in the future, should you require further assistance.

In case you forgot your password to login to our account, please follow the below steps:

1. Click on "Sign in" button (top-right).
2. Click on "Forgot password" link.
3. Input your email address and click "Submit" button.
4. Check your email (including your Spam folder). You will receive a link to set a new password for your account.