Opening a support request

Raise a request in uPortal360 at any hour, which category to choose, and what to have ready.

You can open a support request in uPortal360 at any hour. Sign in and select Help, then Start Inquiry.

Before you start

Have your account details to hand, and a verified phone number or email address on your account — that is how we come back to you.

We may check with the business you bought from. When we look into an account question we can reference what they hold: purchase date, location, identification, the original contract, and any contact you have had with their support team.

Choosing a category

The category shapes who looks at it, so pick the closest one.

Billing

Option	Use it for
I Have a Question About My Bill	Fees, interest charged, or when your next payment is due
I Have a Question About My Promotional Offer	Your promotional period, interest accrual, or early termination — see Promotional offers
I Have a Hardship	Natural disaster, bankruptcy, or financial hardship

Product or service

Questions about what you actually bought. Contact the business you bought from first — they hold the goods, the warranty and the returns process. Their details are shown on the Help page.

Option	Use it for
I Need Help With My Purchase	Wrong item, nothing received, defects, warranty
I Would Like to Make an Additional Purchase	Buying more from the same seller
I Would Like to Return or Cancel	Returning or cancelling goods or services

Identity theft

If the account is not yours, use these rather than a billing question. They follow a different process.

You may be asked for a police report or similar documentation. Complete the whole process in one go — what you enter is not saved until you submit it.

Option	Use it for
The Account is Not Mine	You have no knowledge of the account, or you have experienced identity fraud
The Account Belongs to Someone Else I Know	You know about the account but are not responsible for it

What happens next

Your request is logged, we gather what is needed, and it follows the resolution process for your account type. You will get email updates as it progresses, and you can see open and closed requests under Support Tickets.

How long it should take

Acknowledged	The next business day
Resolved	Within 11 business days for most requests
If the seller has to be involved	Longer, and you will see it on the ticket while we chase them
Identity theft	Up to 60 calendar days, because it is investigated rather than answered

If your request is about something the business you bought from has to decide — a return, a cancellation, a product fault — most of that time is theirs, not ours. The ticket shows you where it is sitting.

If it is taking too long, or the answer is wrong

You can escalate the request from the portal, or in writing. You have to wait until the day after you opened it — you cannot escalate the same day.

If you disagree with the resolution you are given, you can dispute it, in the portal or in writing. A dispute is looked at by someone other than the person who answered it, and the aim is a final response within 7 business days. Some are extended; you should be told if yours is.

Both of these are normal, and using them does not put you at the back of a queue.

If it is urgent

Call instead. A scheduled payment that needs stopping, or a sign-in problem the day a payment is due, should not wait for a queue.

Contact us

Monday to Friday, 7:00 AM – 7:00 PM Central.