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How can I track my support requests and tickets?

To track your requests, you must first be logged into our help center. After that, go to the My Activities section at the top right of the page, and you will be redirected to the request page after logging in.

If this is your first login, but you have already contacted us previously, use the Forgot my password option.

Note: Your login and password are different from your platform credentials. To locate your requests, you need to log in with the email you used to contact us in previous support interactions.

 

 
On this screen, you can track all your tickets, check the status, and filter the types of tickets you wish to view.
 

Click on the ticket subject to interact, check the details of your request, and close it if it has been resolved.

Ticket Status
To track the progress of your ticket, pay attention to the different ticket statuses:

  • Open: The support or technical team is currently working on your request, and we will contact you once there is an update. If you have an open ticket, you can track it in the "Ticket Status" field within the ticket view.

  • Awaiting Response: Your request has been reviewed, but it is pending additional information to proceed. In these cases, you need to check the details requested by the support team and provide as much information as possible.

  • Resolved: Your request has been reviewed and completed by the support team. You can reopen it for further contact.

Issue Status
The tickets also have a Issue Status field, which shows the current situation of your open request during the support process:

  • Awaiting Opening: Our support team has received your request and is reviewing the available information to forward it to the responsible team.

  • In Progress: Your request has been forwarded to the responsible team for processing, and they are currently reviewing the ticket.

  • Completed: The team responsible for your request has finished the analysis, and we will contact you as soon as possible with the result of your request.

  • No Ticket Required: Your request has been analyzed, and it has been determined that no further action is needed from the technical teams.

The support team will address your request and send a response as soon as possible.

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