The Basware Customer Support Portal is available at the following address: https://basware.service-now.com/bw

Before logging in to the Basware Customer Portal the following options are available for any user:

• search for knowledge about our services and how to use them (login, send documents and other information)
• create a case to request guidance or report an issue

I. Searching for Knowledge

On the main page of the Portal, type in the main search bar what you are looking for, using keywords or phrases. 

• Press enter or click on the magnifying glass. The system will search for your keywords and highlight them in the provided results.

 

II. Creating a case

The option of creating a case is only available after searching for Knowledge related to the question/issue you have.

If the Knowledge articles found do not provide enough guidance, the Contact Support form can be used to create a case.

The Public form is displayed.

Please fill in the requested details:

• First Name
• Last Name
• Company Name
• Business email (your email address)
• Business phone (your phone number, including the country prefix to allow our consultants to contact you by phone when needed to ensure speedy progress of cases)
• How can we help you?
  
  • Several values are available. Please select the one that matches your situation, for example: 
    
    • I need help with the Network - Sending Documents - to be used by existing suppliers sending invoices through PDF e-invoice, Invoice Key In, Scan and Capture
    • I am a new Supplier and I need help with using the Basware Portal or setting up a new connection - to be used by new suppliers who need help with registering in the Basware Portal and/or enabling the sending application, etc.
      
      NOTE: To make sure we are capturing all the necessary information to resolve your issue, some extra fields may appear after you select one of the options.
      
      
      
• Category
  
  • Several values are available. Please select the one that matches your situation, for example: 
    
    • Solution issue - if the problem reported is regarding the system's functionality
    • Document request - if you are requesting an invoice from our systems
  • If you feel that none of the options provided suits your query, please select Other.
    
    

• Document number (optional field; can be left blank if not applicable)
• Description
• Confirm "I am not a robot"
• Click Submit

Additional information:

• How to create a case after you log in to the Customer Support Portal.