Support
Support hours are 8 a.m. to 5 p.m., Central Time, on business days.
First response
| Priority | Examples | First response |
|---|---|---|
| Critical | The Vericord Portal is down, or no one in your organization can upload, validate, or open records. | Within one business hour |
| Normal | A single failed scan, a disputed result, a billing question, or a refund request. | Within one business day |
Report an issue
In MTR Validation, click Report Issue at any step of the validation wizard and describe the problem.
A ticket is created with the details of your scan, and you can track it under Support Tickets.
In the IQ3 MMS (Multimedia Management System), the Support Ticket link is at the bottom of the sidebar.
Disputed results and refunds
If a scan was charged but did not produce a usable result because of a system error, report it through Report Issue within 30 days of the charge.
Approved refunds are credited to your wallet.
A Vericord engineer reviews disputed results.
Write to us
Write to [email protected].
For formal notices, put “Legal Notice” in the subject line.