Guided walkthrough · Enquiries
Raise an enquiry with the service desk
Open a tracked ticket when something needs a human, and give the desk what it needs to answer fast.
4 steps
about 3 min
Follow these steps
Work top to bottom — each step sets up the next.
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1
Start from the relevant screen
Raise the enquiry from the payment, statement or help article it concerns, so the context travels with it.
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2
Pick the right category
Choose the category — payment status, file format, fees, access — which routes it to the correct desk and sets the response target.
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3
Describe it and quote a reference
Explain the issue and include the exact reference: the payment UETR, the batch file name, or the charge date.
Quoting the reference is the single biggest thing that speeds up an answer — it lets the desk pull the record immediately. -
4
Track it to resolution
You get a ticket reference (TKT-YYYY-NNNN). Follow replies on the ticket; if it turns to Pending your reply, answer promptly to keep it moving.
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Still need help? Raise an enquiry and our service desk picks it up — you get a tracked ticket reference and a response-time target. Raise an enquiry
Related reading
More on enquiries.
Trace a payment (SWIFT gpi / UETR) Understand payment statuses Why was my payment rejected? (reason codes) Recall or return a payment