How to Submit a Bynder Support Ticket

Summary

Sometimes your Bynder Portal isn't working the way you expect. Before submitting a support ticket, we strongly recommend trying our AI support agent for instant, 24/7 help and checking the Bynder Status page for any known issues. If you still need assistance, this article explains how to submit a support ticket so our team can get you back up and running at 100%.

Who?

Only Bynder Admins can submit support tickets. If you are not an Admin and need help, please contact your organization's Bynder Portal Admin.

Our AI support agent and the Bynder Status page are available to all users and do not require Admin access.

Note: Your Bynder Portal credentials and your support.bynder.com credentials are separate accounts.

Why?

Most issues can be resolved in seconds without ever needing to wait for a ticket. Before opening a request, please use these two resources first:

  • Bynder Status page: The Bynder Status page is the single source of truth for the real-time health of the Bynder platform. Before submitting a ticket, check the Status page to see if your issue is tied to a known incident or ongoing bug. We strongly encourage all users to subscribe to the Status page so you receive proactive updates on outages, maintenance windows, and bug fixes — this is the best way to stay informed without having to ask.
  • AI support agent (available 24/7): Our AI support agent provides instant answers to the vast majority of questions, any time of day or night, by drawing directly from Bynder's Knowledge Base. There's no waiting in a queue, no time-zone gap, and no back-and-forth. It's the fastest way to get unstuck.

If your issue isn't resolved by the AI support agent and isn't listed on the Status page, then it's time to submit a ticket. 

How?

Step 1: Check the Bynder Status page

  1. Go to status.bynder.com.
  2. Review the current status of Bynder services and any active or recent incidents.
  3. If your issue matches a reported incident, you do not need to submit a ticket — updates will be posted to the Status page as the issue is resolved. Note: Please open a separate ticket per issue.
  4. Subscribe to the Status page to receive automatic notifications about incidents, maintenance, and bug updates. Choose your preferred method (email, SMS, RSS, or webhook) when subscribing.

Step 2: Try the AI support agent first (24/7)

  1. Go to support.bynder.com.
  2. Open the AI support agent chat.
  3. Describe your issue in plain language — for example, "I can't upload a video" or "How do I reset a user's password?"
  4. Review the response. The AI support agent can:
    • Answer "how do I…?" questions about portal features, settings, and workflows.
    • Troubleshoot common issues, such as login problems, upload errors, and permissions.
    • Quickly find the exact Knowledge Base article you need without searching.
  5. If the issue requires account-specific action, the AI support agent will guide you to submit a ticket with relevant context already captured.

Step 3: Submit a support ticket

If the AI support agent couldn't resolve your issue and the Status page doesn't show a related incident, submit a ticket using one of the following options.

  1. Navigate to Settings > Bynder Resources > Submit a request.
    • If you do not see this option, you do not have Admin access. Contact your organization's Portal Admin if you believe this is an error.
  2. Select Submit a request.
  3. Complete the form with as much detail as possible. Be sure to include:
    • What the issue is.
    • Where it is happening (specific page, module, or asset).
    • Who it is affecting (one user, a team, or the whole portal).
    • When it first occurred.
  4. Add any helpful supporting details, such as:
    • Browser and version being used.
    • Steps already taken (clearing cache and cookies, trying a different browser, etc.).
    • Screenshots or screen recordings.
    • A HAR file, if applicable.
  5. Click Submit.
  6. Once submitted, you will receive an email confirmation. You can communicate with Support directly through the confirmation email.

FAQs

Should I always try the AI support agent before submitting a ticket? 

Yes. The AI support agent is available 24/7 and resolves most questions instantly. 

Can I use the AI support agent without being logged in? 

Yes. The AI support agent is available to all users on support.bynder.com and does not require a login.

Why should I subscribe to the Bynder Status page? 

Subscribing means you'll be automatically notified of outages, maintenance, and ongoing bug fixes, so you'll know about issues before they affect your work, and you won't need to submit a ticket for problems we're already tracking. You can subscribe here.

Can I submit a ticket without being logged in? 

No. Only Bynder Admins can submit support tickets, so you must be logged in.

Why can't I see the Submit a request option after logging in? 

You do not have the permissions required to submit tickets. Please check with your organization's Bynder Admin if you believe this is incorrect.

Why are my Bynder Portal credentials not logging me in to support.bynder.com? 

These are separate accounts. In order to create a ticket, you must be logged into your Bynder Portal.

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Level: Proficient

Proficient-level articles are for users who have some prior Bynder knowledge. These articles require you to know the basics and may also require higher-level portal rights to accomplish the task outlined within the article. 

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