User Guide
For
Help Centre Users
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Sign-In to Help Centre Portal
- Visit: https://www.npcisupport.org.in/portal/en/home
- Enter your email address and password and click on “Sign In” button.
- Users can use the Forgot Password option to reset the password.
There are two ways to get a registration link.
1- Existing portal user can raise a new user access request through help center
portal add ticket option.
Path: Existing User Login->Click on Add Ticket button under My tickets section
-> Select One department -> Select NPCI Support product ->Select New user
creation request category -> Select Login creation sub category and enter
required details and Click on submit button.
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2- User may connect with respective RM to get the registration link.
End user will receive an email from [email protected] for sing up.
Click on Accept the invitation link and create your account.
Set the password for help centre portal and click on “Register” button:
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Reset Password : Also exiting user can change their password using reset
password button
Explore Knowledge Base
- Once you log in, you will see the home page.
- Scroll down and you can explore Knowledge Base Articles.
- The knowledge base in NPCI Help centre portal is the information centre for
customers to read through the articles and help themselves to resolve basic
queries right-away, without reaching out to anyone for help.
- Once you click on Rupay, you will be redirected to our Rupay Article page.
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- Click on any article related to your query and you will get the answer to your
query.
- Users may also search the Knowledge base articles using specific keyword.
- If the Article doesn’t help your query, then you can click on the “Create a Ticket”
button which is available at the bottom of the page.
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Create Ticket
- Once you click on Create a Ticket button you will be redirected to the “Add
Ticket” page.
- Click on Add ticket page to create new ticket.
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- Select the Department and Product for which you want to create a ticket
- Once you select the Product, select the Category and Sub-category of your
query from the drop-down option (auto populated fields depending upon
product / category selection).
- Also, add a subject for the query. You can also add a description for the query.
- You can also attach any file (up to 20 MB) and click on the “Submit” button
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- Once you click on Submit, your ticket will be created. At the same time auto
email will be triggered to end user with unique “Ticket No”.
- You can track or get the ticket updates in the “My Ticket” section.
- You can also reply, and add comments for your tickets.
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User has access to edit the ticket. Click on ticket and click on “Edit” button to update
the editable fields.
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- Your tickets would be categories based on Status.
Feedback: Once the ticket is closed, user can submit the ticket feedback about the
query resolution (Check ticket closure email to submit the feedback).
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THANK YOU
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