> ## Documentation Index
> Fetch the complete documentation index at: https://knowledge.uportal360.com/llms.txt
> Use this file to discover all available pages before exploring further.

# FAQ - Cases & Support

This FAQ consolidates the most common case and support questions into one place. Each question links directly, so you can share a specific answer with a colleague.

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## How do I submit a case on a specific contract?

You must have the **Client role** to submit cases. If you're not sure whether you have it, contact your administrator (User Manager).

1. Search for the consumer in the **Quick Search** bar.
2. Select the **View** button next to the account you want to submit a case on.
3. Select **Client Actions** , then **Submit a Case** .
4. Choose a case type, enter a subject, and add a brief description of the reason.
5. Select **Submit Case** .

> **Note:** Submitting a case is permission-based and granted through User Management. Common case types include Contract Adjustment, Due Date Change, Cancel/Close Contract, and Change Consumer Contact Info.

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## How do I track a case after I submit it?

Select the **Support** tab (or **Cases** from the sidebar) to reach the **View Cases** page. Under **Actions**, select **View** to see case details. To add a comment, type in the **Enter Case Comment** section and select **Save**.

You'll receive email updates on your case status. Case notification emails are sent on behalf of the Client Success Team.

> **Note:** The View Cases report is blank if no cases have been submitted for that customer.

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## What's the difference between a case and a support ticket?

A **case** is the mechanism merchants use to send a request to UAS for processing (for example, a contract adjustment or contact-info change).

A **support ticket** is the mechanism for tracking a consumer inquiry or dispute from request to resolution. A support ticket is created when a consumer can't resolve an inquiry through the portal, the FAQs, or by speaking with an agent. Consumers can open one by calling UAS, emailing, or using the online portal. Support tickets are visible to consumers, merchants, and UAS, and any party can add remarks, update details, and upload attachments.

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## When is the merchant expected to get involved in a support ticket?

For tickets that require the merchant (typically those related to products and services), the expected timeline is:

* **Within 5 days:** engage with the consumer to review and understand the issue.
* **Within 7 days:** provide a proposed solution if one is commercially reasonable, or notify UAS that a solution isn't possible.
* **Within** **10** **days:** if the merchant can't resolve it after reasonable effort, UAS may step in to resolve the dispute with the consumer.

Many tickets about promotional offers or payments are handled by UAS internally without merchant involvement.

> **Important:** In any instance of a refund, discount, or credit to the consumer on a purchased account or contract, the merchant pays UAS the buyback price defined in the merchant's agreement. LINK FOR BUYBACK CALCS

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## How do disputes and escalations work?

When a support ticket is closed, the resolution is communicated to the consumer. If the consumer disagrees with the resolution, they can open a **Dispute** (not until the next day, to allow time for an initial response). UAS investigates disputes, engaging the merchant if more information is needed. Once UAS completes the investigation, the **dispute resolution is final** and is communicated to the consumer.

UAS support staff may also trigger a **Supervisor Review** when a ticket needs escalation.

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## How do I recover a contract that was voided by mistake?

Once a contract or application is voided, UGA is unable to recover it.

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### Related articles

* Support Cases *(guide)*
* Support Tickets *(guide)*
* Submit Return Transactions by Term or Amount
* Consumer Complaints
* Help & Contacts

*Last reviewed: July 2026*