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Support & Ticketing

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Support & Ticketing gives users a direct channel to report issues, request help, or ask questions, all from within their dashboard. Every request is tracked as a ticket, ensuring fast responses, clear communication, and complete visibility until the issue is resolved.

In-App Ticket System

The fastest way to raise a support issue is directly from your Afri Invoice dashboard, no email, no queue, no re-explaining your account to a new agent each time.

Create a ticket navigate to Support then Create Ticket from your dashboard. Your business name is pre-filled automatically.
Provide detail add a subject, describe the issue, and attach relevant screenshots, documents, or error logs.
Ticket reference every request is assigned a unique ticket ID for tracking throughout its lifecycle.
Status tracking view open, in-progress, and closed tickets with full timestamps in your dashboard.
Archived Tickets all closed tickets move to the Archived Tickets view and remain available for reference.
Two-sided conversation respond directly within the ticket thread. Every message carries a timestamp and is visible to both you and the support team.
Support and ticketing

Support Channels

Four ways to reach our team, each suited to a different kind of issue. Use whichever fits your situation, all of them route to the same support engineers.

Channel Best For Availability
Phone
Urgent issues, compliance queries, payment failures 9 AM – 6 PM WAT, Mon – Sat
Email
Technical or compliance enquiries needing a documented response 24-hour response target
Live Chat
Navigation help, feature questions, quick troubleshooting 9 AM – 6 PM WAT, Mon – Sat
In-App Ticket Recommended
All issue types, with file attachments and thread history Available at all times

Enterprise Support

Dedicated Account Manager a single point of contact for onboarding, training, configuration, and escalation.
Custom SLA guaranteed response and resolution times aligned to your subscription tier.
Training onsite sessions available for Lagos-based enterprise clients; virtual training available for all other locations.
Quarterly Business Reviews optimise your configuration and plan for upcoming NRS regulatory changes with your account manager.

Frequently Asked Questions

What is the fastest way to get help with an NRS submission failure?

Create an in-app ticket immediately, mark it as urgent, and attach any error message or screenshot. Our team prioritises NRS-related failures within business hours.

Can I see all my past support interactions?

Yes. All closed tickets are in the Archived Tickets view in your dashboard. Every message, file attachment, and resolution note is retained for your reference.

Is there a dedicated line for critical issues?

Yes. For critical issues affecting invoice issuance or payment collection, contact our support team directly by phone during business hours — 9 AM to 6 PM WAT, Monday to Saturday.

Contact Our Support Team — Or Start Free Trial Today

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