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Replying to a support ticket
Secure access, public replies, attachments and what happens to ticket status.
Open the ticket securely
Open Find a support ticket, enter the ticket ID and registered email address, and request a six-digit one-time code. The code is time-limited and must not be shared.
Enter the code to create a secure session. If it has expired, request a new code in the same flow.
Write a new reply
- Read the latest public reply and check the ticket status.
- Reply only with information relevant to the open issue.
- Attach a file only if it is necessary and permitted.
- Send the reply once and wait for confirmation.
Status after a reply
A customer reply updates the activity time. If the ticket was resolved, it normally reopens so support can review the new information.
A closed ticket may require a new support request. Internal notes, priority reasoning and staff history are never shown in the public conversation.