SheerID support directs consumer questions outside the scope of verification (billing, offer redemption, accounts) to the client. Though the verification process is efficient for the vast majority, inevitably some consumers encounter issues.
Clients can enable their support agents with access to MySheerID's customer service search tool. Reach out to Product Support for configuration details.
For questions about the MySheerID Search Tool or a verification request, client support teams can collaborate with SheerID Product Support for assistance with basic inquiries.
Please use the workflow below for escalation:
To ensure a smooth and efficient support process, client support agents should follow these guidelines when seeking assistance for consumers:
Avoid using the Help Center contact form on behalf of consumers
Agents should refrain from filling out the Help Center contact form for consumers. This practice can lead to delays caused by ticket misrouting or the consumer being referred back to the client. Instead, the quickest and most effective approach is to directly contact Product Support.
Faster response times for agent-initiated tickets
Tickets submitted by support agents typically receive a response within 24 hours. Leveraging this direct communication channel helps resolve issues more efficiently.
Provide relevant verification IDs
When reaching out to the SheerID team, include any relevant verification IDs to expedite the support process. This information is crucial for identifying and resolving the issue quickly.
Do not share Personally Identifiable Information (PII)
For security and privacy reasons, agents should not include email addresses or any other PII in their correspondence with SheerID. Focus on providing non-sensitive details that are necessary for resolving the issue.
By adhering to these guidelines, client support agents can help ensure a seamless support experience for consumers and minimize potential delays.