Accessing Visa Client Support Application (VCSA) Self-Service

Visa B2B Connect

Visa Client Support Application
Self-Service Portal
January 2021

Page 1 Visa Confidential

Important Information on Confidentiality and Copyright
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Table of Contents
Introduction������������������������������������������������������������������������������������������������������������������������������������������ 4
Audience������������������������������������������������������������������������������������������������������������������������������������������������� 4
Visa Client Support Application (VCSA) Self-Service�������������������������������������������������������������� 4
Accessing Visa Client Support Application (VCSA) Self-Service����������������������������������������� 5
1. New users – First time setup �������������������������������������������������������������������������������������������������������������������5
2. Start Visa Client Support Application (VCSA) Self-Service ����������������������������������������������������6
3. Visa Client Support Application Homepage ���������������������������������������������������������������������������������7
4. Creating a Case ������������������������������������������������������������������������������������������������������������������������������������������������8
5. Managing Cases ������������������������������������������������������������������������������������������������������������������������������������������� 12
6. Email Notifications  �������������������������������������������������������������������������������������������������������������������������������������� 14
7. Visa New Case Notification �������������������������������������������������������������������������������������������������������������������� 15

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Introduction
Visa Client Support Application (VCSA) is a Customer Relationship Management (CRM) system that helps manage Participants inquiries and
reported issues. This allows Participants to manage inquiries or reported issues submitted through the application.

1. Cases are monitored by teams and not just individuals – providing a faster response to your initial requests
2. Cases will be routed to the relevant specialized focused team – providing a more accurate and appropriate response
3. One source for you to monitor the progress of the requests, communications, attachments and history of requests
4. A secure method for sending sensitive information such as account information, legal documents etc.
5. As the Visa Client Support Application (VCSA) Self-Service portal evolves, more benefits and data will be available to you

Audience
This User’s Guide is intended for use by Visa B2B Connect Participants.

Visa Client Support Application (VCSA) Self-Service

Visa Client Support Application (VCSA) Self-Service allows Visa B2B Connect Participants to submit inquiries, requests, incidents, and receive
notifications when a case has been updated.

Participants can monitor and view the status of an open case, search, communicate directly through the portal and manage notifications.

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Accessing Visa Client Support Application (VCSA) Self-Service

1. New users – First time setup

To access the Visa Client Support Application (VCSA) Self-Service,
Participant users must first be enrolled in Visa Online (VOL) and request
access to the Visa Client Support Application (VCSA) Self-Service.

Note: You can enroll for a VOL ID using a GDL (General Distribution List) email.
1.1

1.1 Accessing Visa Online (VOL)

Go to www.visaonline.com to enroll by clicking the Enroll
Today! button and follow the registration steps.

1.2 You will need:

• Business email address
• Organization Business ID (BID)
• Manager’s contact details

Once successfully registered, you will receive notification

from Visa Online of your User Name and Password.

1.3 Accessing the Visa Client Support Application (VCSA)

Self-Service
Whether you are an existing and or newly enrolled Visa 1.2
Online user, you must now send an email to your Visa
representative with your contact information, your roles
and responsibilities.

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 Accessing Visa Client Support Application (VCSA) Self-Service

2. Start Visa Client Support Application 2.1

(VCSA) Self-Service 2.2
For your convenience, many of the services offered by the Visa Client
Support Application (VCSA) Self-Service is accessed through Visa Online.
Here’s how to get to Visa Online, and start VCSA Self-Service:

Note: The data used on this document are for illustration purposes only and do
not reflect actual Visa data.

2.1 Open your web browser and go to

Visa Online at https://www.visaonline.com

2.2 On the Visa Online Log In page, enter 2.3

your User Name and Password, and click Log In.

2.3 The Visa Online Home page displays. 2.3 VCSA Self-Service

Click VCSA Self-Service under My Services.

2.4 The Visa Client Support Application (VCSA) Self-Service Home

page opens.

Note: The Visa Client Support Application (VCSA) Self-Service stays idled for 15
minutes. The portal will timeout after 15 minutes if left idled with no activity.

2.4

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 Accessing Visa Client Support Application (VCSA) Self-Service

3. Visa Client Support Application

Homepage

3.1 When you login to VCSA Self-Service, you will see all your
Open and Closed cases, and status for each case.

3.2 All cases created are related to your Bank ID (BID). 3.1
3.3 You are able to change the language, if needed.

3.2

3.3

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 Accessing Visa Client Support Application (VCSA) Self-Service

4.1
4. Creating a Case
4.1 Click +Create New.

4.2 Select the VisaNet radio button. Then select B2B Connect
from the drop-down Topic list.

4.3 The Priority defaults to Medium/General Request. Notice

when you select Critical/Financial Impact a required
Priority Reason field appears.

4.2

4.3

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Creating a Case (Continued)

4.4 The B2B Connect form will open. Enter the Case Title and
a case Description. (these are required fields).

4.5 Under Additional Payment Details, there is an Area of

Impact drop-down and a Details of the Issue field. (these
are optional fields, but are strongly encouraged).
4.4
4.6 Notice when you select Payment Investigation, a
Payment Details field will appear. This field is only for
Payment Investigation. (these are optional fields, but are
strongly encouraged).

4.5

4.6

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Creating a Case (Continued)

4.7 Enter the Details of the Issue and the Payment ID. (these 4.7
are optional fields, but are strongly encouraged).

4.8 Enter the Currency, Transaction Amount, and the other

Additional Payment Details. (these are optional fields, but
are strongly encouraged).

4.9 Add Attachments by clicking the +NEW button.

4.8

Note: Disregard this section. Do not use this option to enter Account Numbers.

4.9

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Creating a Case (Continued)

4.10 You can either click on +File Browse or drag the
attachment from your desktop. Then click Upload File(s).

4.11 Add contacts to receive notifications when a case is

updated by clicking Add Recipient (if required).

4.12 Click Submit to create the case.

4.13 Once submitted, you will be redirected to the Home page.

4.10

4.10

4.11

4.12

Note: Once the case is submitted, all the fields are locked and cannot be amended. Please ensure to provide
all the relevant information correctly before submitting the case.

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5. Managing Cases
5.1 Cases will be in Bold whenever there is an update to a case. An email
notification is also generated and sent to the creator of the case
5.1
informing of an update. Added recipients (mentioned in Step 4.11)
will also receive a copy of the email notifications.

5.2 The Closed and Canceled Cases/Projects tab will list all resolved and NOTE: Please scroll to the right to see the other available case fields.
canceled cases.
5.2
5.3 If you need to update a case, or communicate with the Visa, click the
Request Number to access the case.

5.4 The first three visible fields are Request Number, Subject, and Topic.

5.3

5.4

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Managing Cases (Continued)

5.5
5.5 Scroll down to the Messages section and click +Create.

5.6 Add any Comments, then click Save.

Note: You will also be able to add Attachments after a case is submitted.

5.6

Note: You will also be able to add Attachments after a case is submitted.

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6. Email Notifications 6.1

There are two options for email notifications:

6.1 You have the option to add an alternative email address within your
profile to receive notifications for all cases created under your VOL ID.

→ Click on your VOL ID on the home screen

→ Enter an alternative email address
→ Choose the option Email & Alternative Address for the
Notification Preference
6.2
→ Click the checkbox
→ Click Save.

6.2 You can assign a recipient to a particular case.

→ Click on the case
→ Scroll down to Notification Recipients
→ Click +Create
→ Hover your mouse over Select Users
→ Choose the recipient(s)
→ Click Add Notification Recipient.

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 Accessing Visa Client Support Application (VCSA) Self-Service

7.1
7. Visa New Case Notification
If Visa is to enquire a query with the client, the client will receive an email advising.

7.1 Email received by client advising new case created by Visa. 7.2

7.2 Click on the link provided within the email to log into VCSA Self Service
Portal and review the new case.

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