To contact the Mambu Support team, you can create a support ticket directly from the Customer Portal using Fin, our AI assistant.
Step 1: Open Fin in the Ticket Portal
Open the Mambu Help Center and select the Ticket Portal.
Log in and click the "Messenger" icon in the bottom-right corner to access Fin.
Step 2: Start a new request
Click “Send us a message”.
You will be asked to choose the type of request that best matches your situation.
Step 3: Select the type of request
You can choose from the following options:
Report an issue (P1- P4)
Select this option if you need help with service outage, product usage, behaviour, or a technical issue. You will set the corresponding severity level in the next step.
Ask a question/request (P5)
Select this option if you would like to suggest an improvement, ask a question about Mambu product configuration, or request a new feature.
Step 4: Describe your request
After selecting the appropriate option, you will be guided through a request-specific workflow and asked to provide the relevant details for your case. Fin will first review your request and provide relevant guidance where available.
Step 5: Submit your request
If your issue requires further investigation, Fin will guide you through submitting a support request.
Once submitted, your request is added to your case history and assigned to the Mambu Support Team. The chat window can be then closed. Further communication and ticket status updates will be sent to your email.
After submission: You will receive updates about your request via Messenger (available in Ticket Portal) and email. You can view the full conversation and continue communicating with the Support team in either channel. All requests are handled according to standard support processes and service levels.