How to Contact PLS Partner Support – EAN Service Desk

We want to provide you with the best support possible when you contact Private Label Solutions (PLS) Partner Support. To help us ensure timely resolution for your questions, we recommend you submit a request on https://support.expediapartnersolutions.com/hc/en-us when you contact us. Please note you must sign in or sign up for an account when submitting a request. Using our support form rather than email allows support cases to be routed and prioritized better with our PLS Partner Support team. Another great benefit to using our web form for support cases is that attachments you send us can be a lot larger than what some email services may allow. Managing your support cases when logged in to our PLS Service Desk can be easier than managing your cases via email as well.

To create a support case using our support form, just follow these steps:

1. Go to our PKS Service Desk at https://support.expediapartnersolutions.com/hc/en-us
2. Sign in using your email address and password you created previously, or if your email address is not registered with us on our PLS Service Desk, sign up.
3. Press the large "Get In Touch" button on our home page or "Submit A Request" on the header
  - For technical help with a specific booking - select "Technical Help for a Booking"
    - Customer/traveler-initiated requests regarding changes/cancellations should route to another team at https://gco.expediapartnersolutions.com/hc/en-us/articles/360018136419-How-to-Contact-PLS-GCO
  - For a standard Support case - select "PLS Rapid/API Help"
  - For a Site Review - select "PLS Rapid API Site Review"
4. Fill out all required fields on the web form. Try to be as clear as possible in your description about the question you have. The more information you provide us about your question the quicker we can help you resolve your case with fewer interactions to get to the root question you have.
5. Include any additional details you think might be helpful in our research.
  - If you are getting errors in API responses, for instance, include the Rapid API request and response logs where you received the error.
  - Items that aide our investigation include API Key, date/time stamps with Time Zone, transaction-ID (found in the API response header), frequency of occurrence, and technical/traveler/business/financial impact
  - Do not include sensitive information such as your Rapid Shared Secret or traveler billing information.

To manage your support cases you previously submitted, just follow these steps:

1. Go to our PLS Service Desk at https://support.expediapartnersolutions.com/hc/en-us
2. Sign in using your email address and password you created previously
3. Click on your name in the upper-right corner of the site
4. Click on My Activities. Here you will see the support cases you requested, requests you are CC'd on, contributions you made to our community forums and articles or posts you are following.
5. You can respond to your open support cases by going to the case and sending a response.