Welcome to the new Mitek support
We have updated and improved our support portal to maximize your experience and our ability to help you whenever you need assistance from our Support team.
Getting started
Access your new account
To access your new account, visit https://support.miteksystems.com/hc.
The portal will prompt you for your email and password. The first time you log in, click "Forgot password?" to set up your password.
If you have trouble after requesting your password, please contact support@miteksystems.com to confirm your email address and describe the issue you’re experiencing.
Once you’re logged in, you will be able to:
- Submit support requests with tailored questions to help us get you where you need as quickly as possible
- Review your requests so you always have full visibility of what we’re working on together
- Browse or search our growing knowledge library for relevant articles relating to implementation, troubleshooting, and FAQs
Submitting a request
How do I log a request?
Support requests are managed through our Mitek Support Portal: https://support.miteksystems.com/hc
Click submit a request in the top right menu:
Select from the drop-down to indicate which product line you work with identity verification or check/forms processing. This will help us get you to the right experts.
Once you've chosen your product line, the request form will appear. Fill this out with as much information as you can. You'll notice some questions may appear or disappear depending on the type of request; this is our effort to ask for only what we need to give great support.
Upon submission, you'll see the overview of your request and a pop-up on the right-hand side confirming you've submitted successfully. You will receive an email confirming your submission.
What if I can’t log into the portal?
If you have trouble after requesting your password, please get in touch with support@miteksystems.com. We will need you to confirm your email and describe the issue you're experiencing.
Will I still be able to send support requests via email?
We recommend using the new support portal as the primary way to submit and manage cases. We will not be decommissioning emails at this time.
What are the benefits of using our new submission form?
Our new support experience allows for streamlined case submission and smarter case assignment. When you use our new submission form, you will be able to provide us with comprehensive information about your issue. The system will then route this information to the team of Mitek support experts best equipped to assist you. This new support experience allows us to provide quicker responses and issue resolution.
Can I attach files or screenshots when using the support portal form?
Yes, the support portal form includes an option to attach files or screenshots relevant to your support request. This helps our support team better understand and troubleshoot the issue. Please be mindful not to attach any personal identifiable information (PII).
What if I accidentally send an email to the old support email address?
The request will be forwarded to support@miteksystems.com and routed to our new system.
Tracking existing requests
What happens after I submit a support request via the support portal form?
Once you submit a support request, it is automatically routed to the appropriate team for review. Our team will prioritize and address the request based on the information provided.
You will receive notifications and updates through the support portal and via email. You can reply directly through the requests panel or to the email received after submitting your request. Attachments can be added via the portal or with email replies. Please remember there may be a size limit of 50MB.
How can I see and track the progress of my support requests?
To review your existing requests, click requests in the top right menu of the portal home page. You can view your request's status, updates, and any related communication.
Can I see requests from others in my organization?
Yes, you can toggle over to organization requests on the requests page. This will show all requests submitted by other people in your organization.
Frequently asked questions
What if I can’t log into the portal?
If you have trouble after requesting your password, please get in touch with support@miteksystems.com. We will need you to confirm your email and describe the issue you're experiencing.
Will I still be able to send support requests via email?
We recommend using the new support portal as the primary way to submit and manage cases. We will not be decommissioning emails at this time.
What are the benefits of using our new submission form?
Our new support experience allows for streamlined case submission and smarter case assignment. When you use our new submission form, you will be able to provide us with comprehensive information about your issue. The system will then route this information to the team of Mitek support experts best equipped to assist you. This new support experience allows us to provide quicker responses and issue resolution.
Can I attach files or screenshots when using the support portal form?
Yes, the support portal form includes an option to attach files or screenshots relevant to your support request. This helps our support team better understand and troubleshoot the issue. Please be mindful not to attach any personal identifiable information (PII).
What if I accidentally send an email to the old support email address?
The request will be forwarded to support@miteksystems.com and routed to our new system.
What happens after I submit a support request via the support portal form?
Once you submit a support request, it is automatically routed to the appropriate team for review. Our team will prioritize and address the request based on the information provided.
You will receive notifications and updates through the support portal and via email. You can reply directly through the requests panel or by replying to the email received after submitting your request. Attachments can be added via the portal or with email replies. Please remember there may be a size limit restriction.
How can I see and track the progress of my support requests?
To review your existing requests, click requests in the top right menu of the portal home page. You can view your request's status, updates, and any related communication.
Can I see requests from others in my organization?
Yes, you can toggle over to organization requests on the requests page. This will show all requests submitted by other people in your organization.
Not finding what you need?
Reach out to the Mitek support team.