How can I raise a support ticket?

You can reach out to our support team whenever you have a question or if you are experiencing a problem. We are always happy to help!

Support Ticket

For complex and sensitive matters, we advise you to raise a support ticket with us. You can do so by following this link or by clicking on 'Submit a request' on the top right of our Help Centre.

Screenshot_2023-03-27_at_15.27.28.png

 

Impact Levels

When creating a Technical Request, you will be asked to provide an impact level for your ticket.

Please click the table below to see the definitions for each Impact Level:

Critical High Medium Low
Service inoperable: a number, if not all, of our services are unavailable and/or this issue is affecting a critical amount of your users.

 

Token.io customers can view all tickets raised in a dedicated Ticket Portal.

Once you log your first ticket, you will need to register for an account with your email address, and you will be able to see any tickets raised by you and/or your organisation. If you are unable to see tickets raised by your organisation, and would like to do so, please let the support team know.

Screenshot_2023-04-17_at_16.18.30.png

Operation Hours

Our team operates from Monday to Friday, 9AM - 6PM UK time (excluding Bank Holidays).

 

 Raising a support ticket as an end user 

Just to let you know, due to security reasons, we do not store or process any data belonging to our clients' consumers (end users)

If you are an end user, please see this article on how to raise a complaint

Was this article helpful?
0 out of 0 found this helpful
document.addEventListener("DOMContentLoaded", function() { var calendarContainer = document.getElementById("google-calendar-container"); if (calendarContainer) { calendarContainer.innerHTML = ''; } });