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How do I use my Help Center?

  • Updated

The IDV Pacific Help Center enables you to manage your tickets in one place.

You may submit us your request via:

We create a unique, numbered Ticket to register, manage and track your request.

Additionally, the help center will also assist you to find answers to the most common questions from our knowledge base which means you may sometimes be able self-solve your issue quicker. It's worth checking this first, as many queries have already been experienced by others and we document the processes to aid quicker resolutions.

Managing your Tickets

When you submit your query, we open a ticket that is trackable by you so we can solve it as quickly as possible and allow you to have interactive access to the progress.

You receive your ticket ID via email.

 

Following are the steps you will need to perform to manage/view your tickets.

  1. Visit IDV Support Portal and Click Sign in on the right top

  2. Accessing your tickets

    If you have already submitted your query to us via email/chat, you will need to get a password which can be done as shown below.

    Click "Sign in" on the right top and then click "Get a password" as highlighted below to generate a password for you.

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    Alternatively, you can sign in with your Google or Microsoft account.

    Note: Make sure you sign in with the same email address you used before to submit your query to us.

  3. Getting password

    Enter your email address and submit. 
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    You should receive a password reset link in your mailbox.
    If the email doesn't appear in your inbox, try looking in your spam folder.

  4. After signing in

    Once you sign in successfully, you can see your name on the right top. To view your submitted request, click on "My Activities" which can be found by clicking on your name.

     

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    Note: You can edit your profile or change your password anytime.

  5. Tickets View (requests)

    You can see your past submitted requests in one place and click any of them to view updates from our support team.

     

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  6. Ticket  Timeline

    You can track your ticket and add comments to your requests at any time.

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    Problem solved by your side? You can "Mark as solved" to close your request.

Announcements

Generally, you will receive our service-related announcements via Email. However, you can keep an eye on the announcements section to stay updated in case you missed our email and are about to report any known issue.

You may also find news & achievements of IDV's journey in this section.