Getting Help from Passageways Technical Support

There are multiple ways customers can access helpful information from Passageways Support. This article will explore those options. The first step in getting help is to use our Support Center!

Search the Support Center for: 

o   Self-Guided Solutions

o   FAQs

o   Training Documentation

o   How-Tos

o   Known Issues

Creating a Support Center Account

In order to comment on an article, submit a support ticket, or post in the Community, users must be signed in to the Support Center with a Passageways ID. Signing up is a quick and painless process with just a few steps to complete. Let's get started!

NOTE: If you're an OnBoard customer, you can use the same Passageways ID used to access your organization(s).

1. If you do not have a Passageways ID, you can use this link to create a new one.

2. Fill out your profile information and then select 'Sign Up'.

Why do I get an 'The given email is already in use.' message when I try to create a Passageways ID? This error occurs because you have an existing OnBoard account using this email address, and therefore cannot use it to create your Passageways ID. 

4. Activation is required at this point. Check the email you just entered for the activation link. 

5. Activate your Passageways ID account by clicking the link in the activation email.

6. Log in to OnBoard using your newly created Passageways ID by entering a password and confirming, or choose an existing account to link.

Pro Tip:

If you are usually signed in to a Google or Windows Live account, you will want to consider linking your Passageways ID to one of these accounts for ease of access. For example, if you are signed in to Gmail and have your Passageways ID linked to the Gmail account you're signed in to, you can immediately sign in to OnBoard, and thus the Help Center, by simply selecting the Google authentication provider. Please see this article for more information on linking and unlinking accounts to the Passageways ID account. 

How To: Link and Unlink your OnBoard ID to a Federated Identity Provider

Opening a Support Ticket Request

If you don’t find the answer you’re looking for by searching our Support Center, reach out to us by using the "Help" button, located in the lower left hand corner of the center. 

Start typing your question or issue and you will see a list of articles begin populating with relevant content

Pro Tip:

As you fill out the ticket subject, Suggested Articles will begin appearing based off of words typed in the subject. You may find the answer you’re looking for without even opening a ticket! ‘Thumb Up’ the article if your question was answered or leave a comment on the article.

If you don't find what you're looking for in the suggested article list, please continue on and click the "Contact us" button. 

• Fill out as many ticket details as possible
• Brief subject and description of what the question or issue is
• Set the Priority!
• Attach screenshots of error (if applicable) or area in question to the ticket (up to 5 attachments)

Check your Support Request Status

The current state of your Support Request can be viewed at any time through the Support Center!

o   Sign in to the Support Center with your Passageways ID

o   Select ‘My Activities’ from the User Profile drop down (in the upper right hand corner)

o   Requests tab

From here you can review your ticket status, add comments, or choose to close the ticket. 

Close the ticket request by typing a reply. The "Please consider this request solved" check box will then appear and may be selected. After entering a reply and checking the solved request box, click "Add reply" to finish closing the request. 

Once again, you will receive a notification of the ticket closure and can reply to the email to re-open the request, if needed.