Short video (18 seconds)
Why is my ticket not showing? #
After we reply, we wait for your answer. If 72 hours pass since the last reply without a message from you, the system closes the ticket, assuming the request is done. It stays in your account with all its messages and attachments, but moves from open to closed.
Where do I find closed tickets? #
Open Support → My Tickets, or open it directly, then choose Closed in the status filter in the sidebar. Click any ticket to read it in full.
How do I reopen a closed ticket? #
Open the closed ticket; a note says it is closed and you can reply. Write your reply and submit, and the ticket reopens and reaches the team. Replying to the ticket email reopens it too.
Tip: keep track of your request #
If you need time to test the fix or gather information we asked for, send a short reply saying so before 72 hours pass, and the ticket stays open. Keep an eye on your email too: every reply from us arrives there and you can answer it directly.
FAQ #
Are closed tickets deleted? #
No. They stay in your account and you can go back to them any time.
My ticket closed but the problem remains. #
Reply to the same ticket to reopen it, and say the problem is still there.
Where do I find a very old ticket? #
Every ticket since your account was created is in “My Tickets”. Choose “Closed” and sort by date, or look up the ticket number from the email you received.
Can I close a ticket myself? #
Yes. Once solved, click “Close Ticket” on its page; it stays saved and you can reopen it by replying.
Does a ticket close while it waits for you? #
Auto-close is for tickets we answered without hearing back. If a ticket closes while still waiting for us, reply to reopen it and we reply within 24 hours at most.
