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Raising and Managing Support Cases

Requires a noon Partner account (see Partner Onboarding)

This guide walks you through raising a support case in the noon Developer Portal, replying to the support team, and tracking it to resolution. By the end, you'll have an open case in progress and know how to tell when it needs your response.

Step 1 — Confirm your project​

Support cases are scoped to a single project — pick the right one before you start.

  1. Click the project selector in the top-left of the portal (shows your current project's ID and name).
  2. In the dialog, search for or select the project you want to raise a case for.

Success check: The Support Cases page you open in Step 2 only shows cases for the project you selected.

Step 2 — Open Support Cases and start a new case​

Navigate to Support Cases and open the new-case form.

  1. In the portal, go to Support → Support Cases (or navigate directly to developer.noon.partners/support/support-cases).
  2. Click + New Case.

Success check: A New Case form opens in a modal with Subject, Description, Marketplace, and Services fields.

Step 3 — Fill in the case details​

Give support enough detail to act on without a back-and-forth.

  1. Subject — a short summary, up to 100 characters.
  2. Description — what you expected, what happened, and any request IDs or error messages you have. Don't include passwords, API secrets, tokens, full card numbers, or customer personal data — the form shows this warning while you type.
  3. Marketplace — select every marketplace the issue affects. Required; the choices come from your account, not a fixed list.
  4. Services — select every service the issue touches. Required, same as Marketplace.
  5. Attachments (optional) — up to 10 files, 10 MB each. Accepted types: .png, .jpg, .jpeg, .pdf, .txt, .csv, .json.

Success check: Submit Case becomes enabled once Subject, Description, at least one Marketplace, and at least one Service are filled in.

If something goes wrong:

  • Attaching a file over 10 MB or an unsupported type shows an error and the file isn't added — pick a different file.
  • With a required field empty, Submit Case just stays disabled; there's no separate validation message.

Step 4 — Submit and find your case​

  1. Click Submit Case.
  2. You're returned to the Support Cases list — your new case is now the top row.

Success check: Your case appears in the list with status Awaiting support, and the open-case count in the summary cards updates.

Step 5 — Reply and track status​

  1. Click the case in the list to open it.
  2. Read the thread — your messages and support's are both shown, oldest first.
  3. Type a reply in the box at the bottom. Press Enter to send, or Shift+Enter for a new line.
  4. Attach files to a reply the same way as at creation — same 10-file / 10 MB limits.

Success check: Your reply appears in the thread immediately while it sends, then as a normal message once delivered. You'll also get an email when support replies — no need to keep the page open.

If something goes wrong:

  • A reply that fails to send is marked Failed to send in the thread. There's no retry button yet — retype and send it again.
  • You can't reply to a Closed case — the reply box is replaced with a lock notice. If the issue comes back, open a new case; there's no reopen action on your side.

Case status meanings​

StatusMeaning
Awaiting supportYou've submitted or replied; support hasn't responded yet.
Awaiting your responseSupport replied and is waiting on you.
ClosedResolved. The case is locked — open a new case if the issue returns.

Next steps​