No matter what kind of issue you're running into, all support requests should be submitted through the Gateway Portal. This ensures your request is tracked, routed to the right team, and resolved as quickly as possible.
Where to Go
Log in to the Gateway Portal and use one of the following options:
Submit a support ticket — best for non-urgent issues where you can describe the problem in detail and attach screenshots if needed.
Open a live chat — click the help icon in the bottom right corner of the screen to connect with the support team in real time. Best for urgent or time-sensitive issues.
What Counts as a Reportable Issue
Use the Gateway Portal for any of the following:
Tech glitches — something isn't loading, behaving unexpectedly, or appears broken
Data problems — missing, incorrect, or duplicated records
Pricing questions — discrepancies or confusion around contractor pricing in the platform
User confusion — not sure how a feature works or can't find something
Training & onboarding — questions about training schedules or help getting a contractor onboarded
Tips for a Faster Resolution
When submitting a ticket or starting a chat, include:
A brief description of the issue
The name of the contractor or account involved (if applicable)
Any error messages or screenshots you can share
The browser you or the contractor is using
The steps you took before the issue occurred
You can also use Loom or a similar screen recording service to record whats happening
If you're ever unsure whether something is worth reporting — report it. No issue is too small, and every submission helps us improve the platform.