How to submit a support ticket

Submitting a ticket to Check

Step-by-step: Submitting a support ticket

1. Log in to Console and click the Help Center icon in the bottom-left corner

2. On the Help Center page, click Submit a request (top of the page)

3. Enter the email(s) to receive updates
• The requester will receive notifications by default
• Use the CC field for additional contacts

2. Select the Request Category
• This impacts how your ticket is prioritized under Check's service-level agreements (SLAs)

3. Enter a clear subject line
• Console may suggest Help Center articles to resolve your issue without escalation

4. Provide a detailed description
• Include all necessary context to avoid unnecessary back-and-forth

5. Include relevant public IDs for companies or employees
• These can be found in Console under each record

6. Upload attachments, especially for:
• Tax notices
• Garnishment documents

7. Click Submit to send the request to Check

FAQs

How do I monitor my submitted tickets?

• You’ll receive email updates when your ticket status changes.

• You can also click on your name in the ticket submission portal and select My activities to view all open and past tickets.

What do the ticket statuses mean?

• Open: Ticket has been submitted and Check is actively working on it.

• Awaiting Partner Reply: Check is waiting on the partner for clarification or additional information.

• Awaiting Agency Response: Check has reached out to the agency and is waiting on their response (typically during tax notice resolution).

• Solved – Awaiting Abatement: Check has resolved the underlying tax issue but is awaiting confirmation from the agency on penalty and interest abatement. The ticket is left open for tracking purposes.

• Solved – Pending Closure: Check has addressed all partner questions on this ticket. It will remain open for any follow-ups and will auto-close in 30 days if there's no further response.

• Solved: The ticket has been fully resolved and cannot be reopened.

Recording