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Filling out a support request

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Getting a quick response to your questions is easy when you fill out the support request form correctly with as many details as possible. We typically respond within 24–48 hours, and providing complete information helps us resolve your issue faster. This guide walks you through the process.

  1. Enter your email. Use the exact email address associated with your payment account.
  2. Select a request type. Choose the reason for your request from the dropdown list.
  3. Write a clear subject line. A good subject line, like "Card Declined" instead of "Payment Problem," will bring up relevant Support Center articles that might help you solve the issue on your own.
  4. Review suggested articles. Open any articles that seem relevant to your issue. They could save you a step.
  5. If the suggested articles don't resolve your question, please provide specific details in the description box to help us assist you more effectively.
    • For card transaction issues: Include details of the card you used and the transaction you are reporting.
    • For document requests: Please provide the phone number associated with the account and specify the type of document you need.
  6. Attach supporting documents. Include relevant documents, videos, or screenshots that show your issue or provide more context.

Best practices for attachments

  • File formats: For documents, use common formats like PDF, DOCX, or TXT; for images, use JPG, PNG, or GIF; and for videos, use MP4 or MOV.
  • Size limits: Keep individual files under 10MB. Use compression or cloud storage links for larger files.
  • Naming conventions: Use descriptive filenames that include the date and purpose (e.g., "Swan_Transaction_Error_2025-08-27.png").
  • Multiple attachments: When uploading several files that follow a sequence of steps, number them sequentially.

After you submit your request, you'll get a confirmation email with a unique ticket number. Use this number to track your request.

Avoid opening multiple tickets for the same issue. This will only delay a resolution. Just reply to the first email with any new information, and we'll update your existing ticket.

Quick fixes for common Support request issues

Here are some quick solutions to problems you might encounter while submitting a support request.

  • If you can't submit the form:
    • Check the required fields. Make sure you've filled out all fields marked with an asterisk (*).
    • Check your internet connection. A stable connection is required to submit the form.
    • Check for browser issues. If you're having problems with how the form displays, try using a different browser, such as Chrome, Firefox, or Safari. You can also try clearing your browser's cache, and cookies.
  • If your email address isn't recognized:
    • Use your account email. Be sure to use the exact email address associated with your payment account.
    • Check for typos. Double-check the spelling of your email address.
    • Need to recover your account? Use the account recovery option if you don't remember your account's email.
  • If you have trouble uploading files:
    • Check attachment guidelines. Ensure your files meet the recommended attachment best practices, such as file size and format.
  • If you haven't received a response:
    • Check your spam folder. Our response might have landed in your spam or junk folder.
    • Submit a follow-up request. If you don't hear back within 48 hours, submit a new request and include your original ticket number if you have it.
  • If you're not seeing relevant articles:
    • Be more specific. Try rephrasing your subject line with more specific keywords related to your issue. For example, use "Card Declined" instead of "Payment Problem."

If you have any further questions, submit a request to Swan Support.

Remember that providing complete and accurate information in your initial request will reduce the need for follow-up questions and help us resolve your issue faster.