If you haven't been able to find the answer to your question in our FAQ or via your favourite search engine, you may find you need to contact our customer service team for assistance. To lodge your Support Request you will do so via your Synergy Wholesale System account:
- Login to your Synergy Wholesale System.
- In the menu select Support Centre and click "New Request".
- Enter a relevant subject, choose the appropriate department, enter the service it relates to and enter your query.
- Then submit your new message.
Conducting those steps will put your query into our internal helpdesk and we'll follow up from there. Once you receive a response from us an alert will go to your primary email address and you can then go into the Synergy Wholesale System to view and reply:
- Login to your Synergy Wholesale System.
- In the menu select Support Centre and click "List Requests"
- There you will see your existing request which you may click on to view.
- You will then be displayed with the responses to date and a reply option.
Which category should I lodge my request to?
Support - Use this for enquiries that relate to technical problems with your Wholesale services and domain names. Use this option if you'd like assistance with any additional offerings - such as our WHMCS Module, using our
API and for general support related enquiries.
Billing - Use this for enquiries that relate to billing specific problems - such as account credit, transactions or general billing enquiries.
Sales - Use this for sales related enquiries, or if you wish to contact an account manager. These could be questions relating to pricing, upcoming features or advice and access to other services or solutions that we offer that can help you build your business.
Complaint - Use this to lodge an official complaint through to our management and customer care teams.
Customer Care - Use this to send through feedback of your experience, point management to a particular request which requires attention or to lodge a feature request for something which may benefit yourself or other wholesale clients.
What is Priority Required?
By ticking this option your message will be pushed to the top of the queue, and all Wholesale System staff members will be alerted by email and SMS of your urgent message. There is a nominal fee applicable for use of this service. It's important to remember that the priority assistance is for the message only, and not for the entire Secure Message thread. You can use the Priority assistance option as many times as you like.
