Account & Access
How do I create an account?
You can register directly from the support portal. Once your account is approved you will be notified by e-mail. Register with the same e-mail address as your JourneyCRM registered e-mail.
Why should my account first be approved
Access to the portal is for JourneyCX CRM customers only. We will approve your account as soon as your customer status is confirmed
Why do I need to log in to access support resources?
Logging in ensures that your requests are linked to your account, giving you personalized support, faster resolution, and secure access to onboarding and service forms.
Knowledge Base & Documentation
Where can I find guides and tutorials?
The Knowledge Base section contains step-by-step instructions, setup guides, and best practices for using JourneyCX.
Do you offer video tutorials?
Yes. Selected articles include short video walkthroughs to help you get started quickly.
Can I search the Knowledge Base?
Yes use the search bar at the top of the page to find articles instantly.
Support Tickets
How do I open a support ticket?
Once logged in, navigate to “Open a Case” and complete the form. Our team will receive your request immediately.
How do I track the status of my ticket?
You can view all your open and closed tickets under the “My Cases” section in your account area.
How long does it take to get a response?
Please refer to our Service level Agreement here https://journeycx.net/service-level-agreement/
Our standard response time is within 24 hours, with priority tickets receiving faster attention.
Will I receive a ticket number?
Yes every ticket is assigned a unique reference number for tracking.
Onboarding & Setup
Where do I find onboarding forms?
You can access all onboarding documents from the Onboarding menu after logging in.
What information do I need for onboarding?
You’ll need your business details, user preferences, and any CRM modules you plan to activate.
Do you assist with setup?
Yes — onboarding assistance includes guided setup, data import help, and module configuration support.
Billing & Subscription
Where can I view my subscription details?
Subscription information, invoices, and payment history are available within your CRM under Billing.
Can I change or upgrade my plan?
Yes you can upgrade, downgrade, or add modules directly from the Billing section.
Do you offer refunds?
Refunds follow our standard service policy. Contact support if you need assistance or visit https://journeycx.net/refund-policy/
Technical Questions
What browsers are supported?
JourneyCX works on all modern browsers including Chrome, Edge, Safari, and Firefox.
I’m not receiving system emails. What do I do?
Check your spam folder, whitelist our domain, or update your email settings.
Why am I logged out automatically?
For security reasons, the portal logs out inactive sessions.
