Atlassian uses cookies to improve your browsing experience, perform analytics and research, and conduct advertising. Accept all cookies to indicate that you agree to our use of cookies on your device. Atlassian cookies and tracking notice, (opens new window)
Welcome! You can raise a request for SimplePin Support using the options provided.
Transaction Issues
Choose this if you have questions about a transaction.
Required fields are marked with an asterisk*
{"xsrfToken":"6db4910b5ee0d6a8ed029887e9c994f082b449fc_lout","branding":{"id":"2","key":"ss","name":"SimplePin Support","portalBaseUrl":"/servicedesk/customer/portal/2","logoUrl":"/rest/servicedesk/1/customer/viewport-resources/portal-logo/2/3","theme":{"headerBGColor":"#ffffff","headerLinkColor":"#292929","headerLinkHoverColor":"#004ccc","headerLinkHoverBGColor":"#004ccc","headerBadgeColor":"#004ccc"}},"helpCenterBranding":{"logoId":"","isLogoAvailable":false,"helpCenterTitle":"Welcome to the Help Center","sharedPortalName":"Help Center","translations":{"en-US":{"helpCenterTitle":"Welcome to the Help Center","sharedPortalName":"Help Center","localeDisplayName":"English (United States)"}},"canEditAnnouncement":false,"siteDefaultLanguageTag":"en-US","userLanguageTag":"en-US","portalThemeColor":"#0074e0","helpCenterTitleColor":"#ffffff","useDefaultBanner":true,"isBannerAvailable":false,"hasTopBarBeenSplit":false},"portal":{"id":"2","key":"ss","projectId":10003,"serviceDeskId":2,"name":"SimplePin Support","description":"<p>Welcome! You can raise a request for SimplePin Support using the options provided.</p>","portalBaseUrl":"/servicedesk/customer/portal/2","reqTypes":[{"id":"11","name":"Deposit Issues","descriptionHtml":"","callToAction":"Deposit Issues","introHtml":"<p>If you are having issues with a deposit, let us know here.</p>","icon":10653,"iconUrl":"https://simplepin.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10653","groups":[2],"key":""},{"id":"95","name":"General Issue","descriptionHtml":"","callToAction":"General Issue","introHtml":"<p>Don't see what you're looking for? Select this option and we'll help you out.</p>","icon":10549,"iconUrl":"https://simplepin.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10549","groups":[2],"key":""},{"id":"9","name":"Interac e-Transfer Issue","descriptionHtml":"","callToAction":"Interac e-Transfer Issue","introHtml":"<p>Need help with a recent Interac e-Transfer? Let us know here.</p>","icon":10696,"iconUrl":"https://simplepin.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10696","groups":[2],"key":""},{"id":"15","name":"Suggest a new feature","descriptionHtml":"","callToAction":"Suggest a new feature","introHtml":"<p>Let us know your idea for a new feature.</p>","icon":10535,"iconUrl":"https://simplepin.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10535","groups":[2],"key":""},{"id":"14","name":"Technical Issue","descriptionHtml":"","callToAction":"Technical Issue","introHtml":"<p>Tell us the problems you're experiencing.</p>","icon":10677,"iconUrl":"https://simplepin.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10677","groups":[2],"key":""},{"id":"10","name":"Transaction Issues","descriptionHtml":"","callToAction":"Transaction Issues","introHtml":"<p>Choose this if you have questions about a transaction.</p>","icon":10536,"iconUrl":"https://simplepin.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10536","groups":[2],"key":""},{"id":"12","name":"Void Request","descriptionHtml":"","callToAction":"Void Request","introHtml":"<p>Void requests are processed on a best-efforts basis, Monday through Friday, between 9:00 AM and 4:00 PM EST.</p>","icon":10521,"iconUrl":"https://simplepin.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10521","groups":[2],"key":""},{"id":"13","name":"Email Request","descriptionHtml":"","callToAction":"Email Request","introHtml":"<p>Request received from your email support channel.</p>","icon":10527,"iconUrl":"https://simplepin.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10527","groups":[],"key":""},{"id":"16","name":"Suggest improvement","descriptionHtml":"","callToAction":"Suggest improvement","introHtml":"<p>See a place where we can do better? We're all ears.</p>","icon":10539,"iconUrl":"https://simplepin.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10539","groups":[],"key":""}],"reqGroups":[{"id":2,"name":"SimplePin Support Topics"}],"orderMapping":{"2":[95,9,10,11,12,14,15],"71":[13]},"kbs":{"kbEnabled":true,"kbLink":{"appLinkId":"b4eff36d-5111-3ff4-95ba-77aa32d5581c","appLinkName":"System Confluence","appLinkUrl":"https://simplepin.atlassian.net/wiki","spaceKey":"SS","spaceName":"SimplePin Support","spaceUrl":"https://simplepin.atlassian.net/wiki/spaces/SS","isServer":false},"labels":[],"projectKey":"SS","serviceDeskId":2,"kbLinkDomainURLs":["https://simplepin.atlassian.net"]},"createPermission":true,"portalAnnouncement":{"portalId":2,"canEditAnnouncement":false,"canAdministerProject":false,"portalProjectKey":"SS","userLanguageHeader":"","userLanguageMessageWiki":"","defaultLanguageHeader":"","defaultLanguageMessage":"","defaultLanguageDisplayName":"English (United States)","isUsingLanguageSupport":false,"translations":{}},"canViewCreateRequestForm":true,"isProjectSimplified":false,"mediaApiUploadInformation":{"token":"eyJhbGciOiJIUzI1NiJ9.eyJpc3MiOiJmOWY1NTcwOS03MTIyLTRmOGQtYWQyMy1hNzM3ZjIwMWQxMTIiLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTpjb2xsZWN0aW9uOnVwbG9hZC1wcm9qZWN0LTEwMDAzIjpbInJlYWQiLCJjcmVhdGUiLCJ1cGRhdGUiXSwidXJuOmZpbGVzdG9yZTp1cGxvYWQ6KiI6WyJyZWFkIiwiY3JlYXRlIiwidXBkYXRlIl0sInVybjpmaWxlc3RvcmU6Y2h1bms6KiI6WyJyZWFkIiwiY3JlYXRlIl19LCJleHAiOjE3NzMyODEyNzYsIm5iZiI6MTc3MzI4MDA3NiwiYW5vbklkIjoiYW5vbi11c2VyIiwiaHR0cHM6Ly9pZC5hdGxhc3NpYW4uY29tL2FwcEFjY3JlZGl0ZWQiOmZhbHNlfQ.XevOqahlnS8S7uKdMhsnqzn4PeHo4eZpBdI8VbhlSBQ","targetCollection":"upload-project-10003","endpointUrl":"https://api.media.atlassian.com","clientId":"f9f55709-7122-4f8d-ad23-a737f201d112","tokenDurationInMins":20},"categories":{"categoriesSupported":true,"categories":[]}},"reqCreate":{"id":10,"projectId":10003,"issueType":{"id":"10010","name":"Support"},"form":{"name":"Transaction Issues","descriptionHtml":"","callToAction":"Transaction Issues","intro":"<p>Choose this if you have questions about a transaction.</p>","instructions":"","icon":10536,"iconUrl":"https://simplepin.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10536","key":""},"fields":[{"fieldType":"text","fieldId":"email","fieldConfigId":"","label":"Email confirmation to","description":"","descriptionHtml":"","required":true,"displayed":true,"presetValues":[]},{"fieldType":"text","jiraFieldType":"summary","fieldId":"summary","fieldConfigId":"","label":"Summary","description":"","descriptionHtml":"","required":true,"displayed":true,"presetValues":[]}],"userOrganisations":[],"canBrowseUsers":false,"requestCreateBaseUrl":"/servicedesk/customer/portal/2/create/10","requestValidateBaseUrl":"/servicedesk/customer/portal/2/validate/10","calendarParams":{"firstDay":0,"date":"2026-03-11T18:47:57-0700","useISO8601WeekNumbers":false,"dateIfFormat":"%e/%b/%y","dateTimeIfFormat":"%e/%b/%y %I:%M %p","timeFormat":"12"},"kbs":{"kbEnabled":true,"kbLink":{"appLinkId":"b4eff36d-5111-3ff4-95ba-77aa32d5581c","appLinkName":"System Confluence","appLinkUrl":"https://simplepin.atlassian.net/wiki","spaceKey":"SS","spaceName":"SimplePin Support","spaceUrl":"https://simplepin.atlassian.net/wiki/spaces/SS","isServer":false},"labels":[],"projectKey":"SS","serviceDeskId":2,"kbLinkDomainURLs":["https://simplepin.atlassian.net"]},"canRaiseOnBehalf":false,"canSignupCustomers":false,"canCreateAttachments":true,"attachmentRequiredField":false,"hasGroups":true,"canSubmitWithEmailAddress":false,"showRecaptcha":true,"siteKey":"6LePXLkdAAAAAF4gCNalrL1IvZcqbNbZf_Zakudd","mediaApiUploadInformation":{"token":"eyJhbGciOiJIUzI1NiJ9.eyJpc3MiOiJmOWY1NTcwOS03MTIyLTRmOGQtYWQyMy1hNzM3ZjIwMWQxMTIiLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTpjb2xsZWN0aW9uOnVwbG9hZC1wcm9qZWN0LTEwMDAzIjpbInJlYWQiLCJjcmVhdGUiLCJ1cGRhdGUiXSwidXJuOmZpbGVzdG9yZTp1cGxvYWQ6KiI6WyJyZWFkIiwiY3JlYXRlIiwidXBkYXRlIl0sInVybjpmaWxlc3RvcmU6Y2h1bms6KiI6WyJyZWFkIiwiY3JlYXRlIl19LCJleHAiOjE3NzMyODEyNzcsIm5iZiI6MTc3MzI4MDA3NywiYW5vbklkIjoiYW5vbi11c2VyIiwiaHR0cHM6Ly9pZC5hdGxhc3NpYW4uY29tL2FwcEFjY3JlZGl0ZWQiOmZhbHNlfQ.EYxKOgV4-6D2okYnVzcRFRltIHjdJXze5yCO2dsU3Tg","targetCollection":"upload-project-10003","endpointUrl":"https://api.media.atlassian.com","clientId":"f9f55709-7122-4f8d-ad23-a737f201d112","tokenDurationInMins":20},"hasProformaForm":true,"proformaTemplateForm":{"id":3878199003486813,"updated":"2025-04-30T20:41:32.204383909Z","publish":{"jira":{"submitOnCreate":true,"validateOnCreate":true},"portal":{"portalRequestTypeIds":[10],"submitOnCreate":true,"validateOnCreate":true}},"design":{"settings":{"templateId":3878199003486813,"name":"Transaction Issues","submit":{"lock":false,"pdf":false},"templateFormUuid":"b5823e8a-5887-4bbe-bcca-14a1f4b5b4b6"},"layout":[{"version":1,"type":"doc","content":[{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":37},"layout":"default","localId":"191311a4-74da-4991-8904-99d2796335d5"}},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":34},"layout":"default","localId":"cd98b2af-f1d9-4071-b875-a5172c1e2215"}},{"type":"heading","attrs":{"level":2,"localId":"64dc6fbe-9694-4217-aa56-3619f8f31ad5"},"content":[{"type":"text","text":"Customer information"}]},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":22},"layout":"default","localId":"f600a4de-0d0d-48cd-9044-cce67ac302fb"}},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":23},"layout":"default","localId":"72b7e74b-9253-426b-9a13-674640f6b47f"}},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":39},"layout":"default","localId":"3a8b1183-3a59-4206-9293-11672fea589d"}},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":38},"layout":"default","localId":"62f750af-fd01-46ae-8709-d664ca30cd99"}},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":16},"layout":"default","localId":"ef316ca0-1ba2-42cd-a1ea-dfebe58ed2c0"}},{"type":"table","attrs":{"isNumberColumnEnabled":false,"layout":"default","localId":"0bf81c63-f376-4658-85c3-8dfaf2850b26"},"content":[{"type":"tableRow","content":[{"type":"tableCell","attrs":{},"content":[{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":5},"layout":"default","localId":"ad494723-7779-436b-8bcf-9a5b1fa8530e"}},{"type":"paragraph","content":[]}]},{"type":"tableCell","attrs":{},"content":[{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":15},"layout":"default","localId":"b45715d3-3d26-439d-b1ca-f0619c501115"}},{"type":"paragraph","content":[]}]}]}]},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":31},"layout":"default","localId":"8e789972-d715-473e-b06e-5e2ef7420e8a"}}]}],"conditions":{},"sections":{},"questions":{"34":{"type":"rt","label":"Describe the issue you are experiencing:","description":"Please include the error message if applicable. ","validation":{"rq":true},"choices":[],"questionKey":""},"23":{"type":"ts","label":"Account Holder","description":"","validation":{"rq":true},"choices":[],"questionKey":""},"15":{"type":"cm","label":"Browser","description":"Which browser are you experiencing the problem","validation":{"rq":false},"choices":[{"id":"1","label":"Chrome","other":false},{"id":"2","label":"Edge","other":false},{"id":"3","label":"Firefox","other":false},{"id":"4","label":"Internet Explorer","other":false},{"id":"5","label":"Opera","other":false},{"id":"6","label":"Safari","other":false},{"id":"7","label":"Unknown","other":false},{"id":"0","label":"Other...","other":true}],"questionKey":""},"22":{"type":"ts","label":"Invoice #","description":"","validation":{"rq":true},"choices":[],"questionKey":""},"37":{"type":"cm","label":"My transaction...","description":"","validation":{"rq":true},"choices":[{"id":"1","label":"Cannot be completed","other":false},{"id":"2","label":"Has been completed but there is an issue","other":false},{"id":"0","label":"Other...","other":true}],"questionKey":""},"16":{"type":"cs","label":"Priority","description":"","validation":{"rq":true},"jiraField":"priority","questionKey":""},"5":{"type":"cm","label":"Payment Method","description":"Which payment method are you attempting to use?","validation":{"rq":true},"choices":[{"id":"3","label":"Credit Card","other":false},{"id":"2","label":"E-Check","other":false},{"id":"1","label":"Interac E-Transfer","other":false},{"id":"4","label":"Online Banking","other":false},{"id":"0","label":"Other...","other":true}],"questionKey":""},"39":{"type":"no","label":"Amount","description":"","validation":{"rq":true,"wh":false},"choices":[],"questionKey":""},"31":{"type":"at","label":"If you have attachments, please upload them here:","description":"","validation":{"rq":false},"choices":[],"questionKey":""},"38":{"type":"da","label":"Date","description":"","validation":{"rq":true},"choices":[],"questionKey":""}}},"uuid":"b5823e8a-5887-4bbe-bcca-14a1f4b5b4b6"},"proforma":{"formExists":true,"formValid":true,"formTemplateData":{"id":3878199003486813,"updated":"2025-04-30T20:41:32.204383909Z","publish":{"jira":{"submitOnCreate":true,"validateOnCreate":true},"portal":{"portalRequestTypeIds":[10],"submitOnCreate":true,"validateOnCreate":true}},"design":{"settings":{"templateId":3878199003486813,"name":"Transaction Issues","submit":{"lock":false,"pdf":false},"templateFormUuid":"b5823e8a-5887-4bbe-bcca-14a1f4b5b4b6"},"layout":[{"version":1,"type":"doc","content":[{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":37},"layout":"default","localId":"191311a4-74da-4991-8904-99d2796335d5"}},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":34},"layout":"default","localId":"cd98b2af-f1d9-4071-b875-a5172c1e2215"}},{"type":"heading","attrs":{"level":2,"localId":"64dc6fbe-9694-4217-aa56-3619f8f31ad5"},"content":[{"type":"text","text":"Customer information"}]},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":22},"layout":"default","localId":"f600a4de-0d0d-48cd-9044-cce67ac302fb"}},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":23},"layout":"default","localId":"72b7e74b-9253-426b-9a13-674640f6b47f"}},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":39},"layout":"default","localId":"3a8b1183-3a59-4206-9293-11672fea589d"}},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":38},"layout":"default","localId":"62f750af-fd01-46ae-8709-d664ca30cd99"}},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":16},"layout":"default","localId":"ef316ca0-1ba2-42cd-a1ea-dfebe58ed2c0"}},{"type":"table","attrs":{"isNumberColumnEnabled":false,"layout":"default","localId":"0bf81c63-f376-4658-85c3-8dfaf2850b26"},"content":[{"type":"tableRow","content":[{"type":"tableCell","attrs":{},"content":[{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":5},"layout":"default","localId":"ad494723-7779-436b-8bcf-9a5b1fa8530e"}},{"type":"paragraph","content":[]}]},{"type":"tableCell","attrs":{},"content":[{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":15},"layout":"default","localId":"b45715d3-3d26-439d-b1ca-f0619c501115"}},{"type":"paragraph","content":[]}]}]}]},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":31},"layout":"default","localId":"8e789972-d715-473e-b06e-5e2ef7420e8a"}}]}],"conditions":{},"sections":{},"questions":{"34":{"type":"rt","label":"Describe the issue you are experiencing:","description":"Please include the error message if applicable. ","validation":{"rq":true},"choices":[],"questionKey":""},"23":{"type":"ts","label":"Account Holder","description":"","validation":{"rq":true},"choices":[],"questionKey":""},"15":{"type":"cm","label":"Browser","description":"Which browser are you experiencing the problem","validation":{"rq":false},"choices":[{"id":"1","label":"Chrome","other":false},{"id":"2","label":"Edge","other":false},{"id":"3","label":"Firefox","other":false},{"id":"4","label":"Internet Explorer","other":false},{"id":"5","label":"Opera","other":false},{"id":"6","label":"Safari","other":false},{"id":"7","label":"Unknown","other":false},{"id":"0","label":"Other...","other":true}],"questionKey":""},"22":{"type":"ts","label":"Invoice #","description":"","validation":{"rq":true},"choices":[],"questionKey":""},"37":{"type":"cm","label":"My transaction...","description":"","validation":{"rq":true},"choices":[{"id":"1","label":"Cannot be completed","other":false},{"id":"2","label":"Has been completed but there is an issue","other":false},{"id":"0","label":"Other...","other":true}],"questionKey":""},"16":{"type":"cs","label":"Priority","description":"","validation":{"rq":true},"jiraField":"priority","questionKey":""},"5":{"type":"cm","label":"Payment Method","description":"Which payment method are you attempting to use?","validation":{"rq":true},"choices":[{"id":"3","label":"Credit Card","other":false},{"id":"2","label":"E-Check","other":false},{"id":"1","label":"Interac E-Transfer","other":false},{"id":"4","label":"Online Banking","other":false},{"id":"0","label":"Other...","other":true}],"questionKey":""},"39":{"type":"no","label":"Amount","description":"","validation":{"rq":true,"wh":false},"choices":[],"questionKey":""},"31":{"type":"at","label":"If you have attachments, please upload them here:","description":"","validation":{"rq":false},"choices":[],"questionKey":""},"38":{"type":"da","label":"Date","description":"","validation":{"rq":true},"choices":[],"questionKey":""}}},"uuid":"b5823e8a-5887-4bbe-bcca-14a1f4b5b4b6"},"linkedJiraFields":["priority"]},"key":""},"portalWebFragments":{"headerPanels":[],"subheaderPanels":[],"footerPanels":[],"pagePanels":{"propertyPanels":[],"legacyPropertyPanels":[]}}}