Our Support Vision

The Unicard Support Team has been established to ensure that all customers are getting the most from Unicard at all times. We make sure that our products are performing to our exacting standards of functionality and that we support our customers' technical needs.

Dedicated Professionals

Here to help

Days Support

Open all year

SLAs Met

NPS Score

What We Offer

Here at Unicard, we employ a multitude of technical and friendly personnel responsible for ensuring customers receive exceptional service, as well as a quality solution. The teams can assist with a wide range of tasks from enquiries to change management.

General Support

  • Investigations
  • Incident response
  • Reporting services
  • Callout
  • General enquiries

Managed Services

  • Fully managed concessionary solutions
  • Managed hardware solutions 
  • Integrations and API support
  • ISAM Management (via AMS)

Change Management

  • Functional changes
  • Onboarding
  • Workshops and system improvements
  • Hot-listing implementation including HOPS to HOPS

Finding Support

Support Team

The Unicard UK Customer Support team are experienced, technical professionals offering a friendly and efficient service.  They are ably supported by the Technical Support team in our Varna office (Bulgaria), who cover the vast majority of our 24/7 technical support services.

The team has grown, allowing us to support more customers and get involved in more projects, ensuring our knowledge remains up to date and relevant.

If you have a question, a problem or an AMS/ISAM requirement, our self-service portal options will ensure you promptly receive the response you need.

  • Sheena
    Service Lead
  • Justin
    Application Support
  • Marilyn
    Application Support
  • Joe
    Application Support

What our customers say

"Ben on the Unicard support team is consistently quick to respond and willing to put the time in helping us as we find our feet with the various systems involved in smart ticketing. Ben has been especially supportive around dealing with early customer enquiries, helping sort out the customer’s issue and then walking the team through how to find the information afterwards, so we could keep our response rates high as well."

Adele Wearing

Strategic Lead Transport, Milton Keynes Council

“Unicard has been our HOPS supplier for four years and it has proved to be a very reliable platform with little or no downtime over the entire period.  The User Interface is clear and easy to use and the support desk handles requests in a timely manner."

Jonathan Smith

SAM ITSO Technical Manager, SAM

Frequently Asked Questions

How do I get in touch?

The support team have a dedicated service desk for all your issues and enquiries. It takes less than 2 minutes to register.

Are you able to work with other solutions providers?

Whatever project you are working on, Unicard will assist you and other providers, ensuring we can provide helpful, technical and industry support.

What level of support do you cover?

Depending on your preferred service option, we support customers up to 24/7 365 day per year.

Where are you based?

The front line customer service team are based in the UK and we have a large number of technical support staff based in our Bulgarian office.

I am an existing customer, how do I raise a ticket?

Click on Create a Ticket and you will be taken to our helpdesk page. If you have ever contacted support before, you can simply log in. Otherwise register with your email address and get in touch.

How can I see my organisation’s list of open tickets?

If you have the correct permissions, simply log into our service desk system and all tickets that have been shared with your organisation will appear.