Who to contact at SheerID

  • Updated

At SheerID, we want to make it simple to know who to reach out to, and when. Depending on your question or situation, there are three main points of contact: Verification Support, Product Support, and your Customer Success Manager.

Verification Support

Verification Support assists consumers only, not client teams.

If a consumer needs help completing their verification or has questions regarding the verification process, direct them to SheerID's Help Center or Contact Form.

Examples

  • A consumer has questions about their documentation or what documentation is needed
  • A verification request was rejected and the consumer wants to understand why
  • A customer wants to know if they were approved
Your team should not utilize the Help Center or Contact Form to contact SheerID for assistance. Using the support channel meant for consumers could significantly delay response to any inquiry your team may have.

Product Support

Product Support assists your team at any level, from overall questions about your program to questions about individual verification requests. They handle any questions related to how SheerID's platform functions, from configurations to reporting or consumer escalations.

Any time your team encounters a question, error, or technical issue in your verification program, reach out to Product Support by email at productsupport@sheerid.com. Be sure to include as much context as possible in your request (account ID, program name, verification ID(s) if relevant, and a detailed description of the issue).

Examples

  • Your CS team receives requests about a recurring error in the verification process
  • You need assistance generating or understanding MySheerID reports
  • You're escalating a consumer case for additional review

If the request is coming from your team, it should go to Product Support. This ensures it's triaged quickly and handled by the right specialists. You can also check SheerID's platform performance any time by clicking on the System Status link found in the footer of this knowledge base.

Customer Success Manager

Your Customer Success Manager (CSM) is your strategic partner that is focused on your long-term success and maximizing the value of your SheerID programs.

Reach out to your CSM for anything related to growth, best practices, or strategy.

Examples

  • You want recommendations to increase conversion or reduce friction
  • You're planning a new program launch and need guidance on the best way to track ROI
  • You have feedback, product suggestions, or want to advocate for a feature request
Your CSM cannot access individual verification records, and any questions regarding individual verifications should be directed to Product Support.

Conclusion

Knowing who to contact helps ensure your questions are handled quickly and efficiently.

  • Consumers should always go to Verification Support
  • Your internal team should reach out to Product Support for program and technical questions
  • Your CSM is there to guide your overall strategy and long-term success

Together, these teams make sure you get the right help – from the right people – every time.

 

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