Support Tickets
Submit support requests for portal issues, access problems, or questions about your vendor account and site access procedures.
When to Contact Support
- • Unable to log into the portal
- • Badge not working at facility
- • Incorrect permissions or access levels
- • Need emergency access authorization
- • Verification or training status questions
- • Personal information updates needed
- • Badge photo or document issues
- • Account activation delays
- • Portal errors or bugs
- • Document upload problems
- • Display or functionality issues
- • Mobile app problems
- • Facility procedures clarification
- • Policy questions
- • Work authorization inquiries
- • Other vendor-related questions
Submitting a Support Ticket
Access Support Form
From your dashboard, click "Support" or "Submit Ticket" to access the support request form.
Select Issue Category
Choose the category that best describes your issue to ensure it's routed to the right support team.
Provide Details
Describe your issue clearly, including any error messages, affected sites, and steps you've already taken to resolve it.
Attach Files (Optional)
Add screenshots, error logs, or other relevant files to help support staff understand and resolve your issue faster.
Submit and Track
Submit your ticket and receive a confirmation email with your ticket number. You can track status and view responses in the portal.
Response Times
Same day response for issues preventing site access or creating safety concerns
1-2 business day response for account problems and verification questions
2-3 business day response for general inquiries and non-urgent requests
Alternative Support Options
For questions about your authorization, work assignments, or internal vendor procedures, contact your admin first.
If you're at a GridColo site and need immediate help, contact on-site security personnel or the facility's security desk.
Emergency Contact
For true emergencies (safety issues, security concerns, or urgent access needs), contact the facility's 24/7 security operations center directly. Emergency contact information is provided in your welcome email and displayed on your dashboard.