From Pro-Pay Main menu, click on “Utilities=> Submit Technical Incident”
The next message recommends that, the user should download the latest version,
since there is a good chance that the same problem may been reported by another user
and it has been fixed with a later version.
If you download the latest version and the problem is still not solved, then continue.
This screen below shows a typical problem and how detailed the description should be .
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RESPONSES TO TECHNICAL SUPPORT REQUESTS
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Once the problem has been received by Paysoft, our staff will open the client(s) files submitted and go to the last 3 screens as shown above in order to duplicate the problem.
Depending on the outcome and the overall evaluation, our staff will respond with a SUGGESTED SOLUTION via email.
The registered email address in our file should be updated at least annually to be sure the responses are received promptly.
The response may also be viewed as follows: From Pro-Pay Main menu, click on “Utilities=> Submit Technical Incident==View Submitted Technical incidents”
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UNABLE TO RESPOND TO TECHNICAL SUPPORT REQUESTS
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The screen below shows a technical incident that was submitted with very little information.
The red text shows where additional information should have been entered.
This type of incident makes it difficult for our staff to pin point the problem immediately.
As a result, they will review incidents with more information first and deal with these incidents last.
