If you encounter any issues or need assistance with Arcfra , you can easily open a support ticket through our Arcfra User Support Portal , which is covered in this article.

Getting started

Open your web browser and navigate to the ArcFra support portal at Arcfra Support . You will be directed to the homepage where you can access various support resources. Follow the steps below to get started.

Sign Up (For First-Time Users)

If this is your first visit to the support portal, you will need to create an account:

1. Click on the Sign In button, usually located in the upper-right corner of the homepage.

2. Click the Sign up within the underline and you will be redirected to the Sign up page:

2. Fill out the required fields:

   - Full Name: Enter your first and last name.

   - Email Address: Provide a valid email address (this will be used for ticket notifications, please make sure we can contact you within this email).

3. Click the Sign up button to complete the registration process.

4. You will receive an email with instructions on how to create a password. Follow the link in the email to create a password and sign-in.

Sign In (For Existing Users)

If you already have an account:

1. Click on the Sign In button at the top right of the homepage.

2. Enter your email address and password.

3. Click Sign In to access your account.

Submit a new request(case)

Once you're signed in:

1. Navigate to the Submit a Request section, at the right up corner:

2. Fill out the support request form:

   - Subject  Provide a brief summary of the issue or request.

   - Customer ID: For authentication, please provide the correct customer ID.

   - Priority: Please indicate the urgency of the issue by selecting Cosmetic, Minor, Major, or Critical, depending on the business impact. Further details regarding urgency levels can be found in the official statement on our website Severity Levels.

   - Product: Select a product that meets your needs.

   - Description: Complete the problem description so that we have more information about your issue. If possible, tell us when the problem started and any steps to reproduce it. 

   - Attachments (optional): Upload any supporting files including error messages, screenshots, or any other relevant information that could help the support team understand the issue better.

3. Click the Submit button to submit your request. A support engineer will contact you when received your request and for information about initial response times, see SLA .

Manage Support tickets

Check Submitted Requests

You can view the status of your submitted tickets:

1. Click your avatar at the right top corner of the dashboard.

2. Go to the Requests section in the support portal.

3. Here, you will see a list of all your submitted tickets, including their status (e.g., Open, Awaiting your reply, Resolved).

4. Click on any ticket to view the details, add comments, or upload additional files if needed.

Receive Updates and Responses

- You will receive email notifications whenever there is an update on your ticket.

- You can also reply directly to the email notification, and your response will be added to the ticket.

Close a support request

If you believe the engineer has resolved all the issues you reported and you have no further concerns, you can choose to close the ticket.

1. Go to the Requests page.

2. Click on the request you would like to close.

3. Add a confirmation message indicating that you would like to close the ticket, then select Mark as Solved & Submit.

Additional Tips

- Updating Account Information : If needed, update your profile information under the "Profile" section.

- Resetting Your Password: Click "Change Password" on the login page if you need to change your password.