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In this article: Search for Support Resources | Search for your Existing Cases | Update Existing Cases


 

Search for Support Resources

Important! Before opening a new case, search for the topic with which you require assistance.

  • Navigate to the Support menu in the FastTrack Partner Community (FPC) Portal.
  • Select View Cases from the dropdown list. 
  • Use the What can we help you with? search tool.
  • In the search bar, enter the topic you need assistance with—for example:
    • Voucher Redemption Process 
    • Payment Central Contact 
    • Access and View Statements
  • The tool will return relevant Knowledge Articles and resources based on your query. 

 

What can we help you with menu

 

Search for your Existing Cases

To find your existing cases in the FPC Portal:

  • Navigate to the Support menu in the FPC Portal. 
  • Use the dropdown menu (shown in the below image) and choose My Program Open Cases. This ensures you see all active cases linked to your Program Membership. 
  • Search for your case
    • If your case is not displayed immediately, enter details such as the case number, case title, or relevant keywords in the search bar on the right to search for cases. 
  • Review results: The table will display key details for each case, including:  
    • Case Number 
    • Case Title 
    • Ticket Type 
    • Program Membership 
    • Program 
    • Status Reason 

 

Image of My Open Cases drop-down

 

Update Existing Cases

1. If a case needs to be updated, on the Partner Support landing page select My Program Open Cases.

2. Select the Case Number you want to update.

 

Partner Support landing page

 

3. To add details to your case, include a description or comment and, if needed, attach a file by selecting Add Comment. After entering your comment and/or uploading the file, click Submit

 

View Details menu

 

 

 

4. Select Update to update your case.

 

Choose Files

 

Note: Microsoft will close support tickets without a partner response after five business days.