Raising a support request
Understand how to contact the CABIE support team when you need assistance with the CABIE Portal. Support tickets can be raised for reporting issues, requesting improvements, or asking for service-related assistance.
When to raise a support ticket
You should contact the CABIE team if you need help with:
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Bug Reports — Something is not working as expected within the portal
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Enhancement Requests — You would like to suggest an improvement or new feature
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Service Requests — You require assistance or a change relating to your account or portal usage
How to raise a support ticket
To raise a support ticket, send an email to: cabie@eori.uk
What information to include
To help the CABIE team investigate your request quickly, include:
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Your company name and user details
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A description of the issue or request
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The steps you took before the issue occurred
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Any relevant EPO reference(s)
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Screenshots or supporting documents (if applicable)
Reporting a bug
When reporting a bug, please include:
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What you expected to happen
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What actually happened
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Any error messages displayed
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The date/time the issue occurred
This information helps the CABIE team identify and resolve issues more efficiently.
Requesting an enhancement
If you would like a new feature or improvement, please provide:
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A description of the requested change
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Why it would be beneficial
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How it would improve your workflow
Tips & best practices
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Check the Knowledge Base first for existing guidance
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Include as much detail as possible in your request
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Attach screenshots where helpful
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Include the relevant EPO reference when your request relates to a specific load
If you require additional support, please contact cabie@eori.uk.