When a user encounters an issue or has a question concerning Clearwave functionality, a problem may be reported. Reporting a problem will create a Case with the Clearwave Technical Support Team to be addressed as soon as possible.

Requirements:

Must have an active Clearwave User Account.

Steps to Create a Support Case from the Clearwave Provider Portal

Log-in to the Clearwave Provider Portal.
Click on the Question Mark (Help/Support/Report a Problem) symbol in the upper right hand corner of the page, next to your Username. See Figure 1.
Select Report a Problem from the drop-down menu. A new window will open with the Support Module. See Figure 2.
Select the Log a Case tab to report your problem. See Figure 3.
Complete the form, and then click Submit. Required fields have * next to them. See Figure 4.
A Case will be created, and a Clearwave Support staff member will be assigned ownership. Clearwave Support will contact the user based on the preferred Contact Method designated with the Case. The Case will remain Open until a complete resolution is achieved.

Images

Figure 1

Public Documentation > Reporting a Problem: Creating Support Cases > 1a.png

Figure 2

Public Documentation > Reporting a Problem: Creating Support Cases > 2a.png

Figure 3

Public Documentation > Reporting a Problem: Creating Support Cases > 3a.png

Figure 4

Public Documentation > Reporting a Problem: Creating Support Cases > 4a.png

Unable to Access the Report a Problem Page

If you encounter the message in the screenshot below, your User Account is not enabled for Report a Problem access. A request for access has been sent to the Clearwave Support Team. You may try again after 10 minutes, at which point your User Account will be enabled for Report a Problem access.

Public Documentation > Reporting a Problem: Creating Support Cases > 5a.png