Help & Frequently Asked Questions
How do I open a ticket?
Go to Open a Ticket, describe what’s wrong, and submit — you’ll get a confirmation and can track it any time from My Tickets.
Do I need an account?
Yes, to open or track a ticket you need to be logged in — that’s how we keep your requests private and linked to you. The Knowledge Base and Live Chat don’t require logging in.
How do I check the status of a ticket I already sent?
Go to My Tickets — you’ll see every ticket you’ve opened along with its current status. Open one to read replies or add a comment.
How will I be notified about updates?
You’ll get an email whenever your ticket’s status changes or an agent replies. You can also reply directly from that email — it gets attached back to the right ticket automatically.
What’s the difference between a comment and an internal note?
Nothing you’ll see as a requester — internal “work notes” are only visible to support staff. Anything you can see on your ticket is meant for you.
Can I just search for an answer instead of waiting?
Often, yes — try the Knowledge Base first. It’s searchable, doesn’t require an account, and covers the most common questions.
Is live chat always available?
Live Chat connects you with an agent when one’s online. If nobody’s available right now, opening a ticket is the fastest way to get a reply.
I can’t find what I’m looking for — now what?
Open a ticket and describe what you need — a real person will pick it up from there.