What should I send support when a check, booking, or payment fails?

A clear message helps the support team fix your problem fast. Use this list.

Steps

1. Click Need Help? Click Here at the top of the member portal.
2. In the chat panel, click Contact support. Write the next items in the Message... field.
3. Write the page name. Example: "Roadmap, Federal Registration step."
4. Write what you clicked.
5. Write the exact message. Copy it if you can.
6. Write the date and the time, with your time zone.
7. Attach a screenshot if you can. Use the attach icon beside the field.

Add this for a payment

• The service or call name.
• The Order ID from Usage History on your wallet card. See Where do I see my wallet balance and usage history?.
• How to copy it: click the row to open its details. Click Copy beside the order ID.
• Whether Usage History shows a charge.

Add this for a booking

The mentor name, the day and the time that you chose.

Add this for a check

The Roadmap step and the name of the check. Example: "Verify your SAM.gov registration."

Do not send

• Your password.
• A full card number.
• A code that you got by text or email.

✅ What to do next: if you have a payment problem, read What should I do if a service payment fails? first.

Related articles

• How do I contact Success Center support?
• What should I do if a service payment fails?
• Why did my Roadmap step not update after I submitted a form or took a call?