Getting help and support tickets

Where to look first, opening a ticket, confirming it by email, finding a ticket by its code, priorities and statuses, and the contact page.

Where to look first

1. This guide — /help?guide explains every feature. Search it from the help centre.
2. The help centre (/help) — the site's own articles, by category.
3. An agent — ask in /agent; agents read this guide and answer with the page.
4. A ticket — when something is wrong or specific to your account.

Open a ticket

/help?ticket=new — your name and email, a subject, what happened, a department and a priority (low, normal, high, urgent). You need not be signed in.

If you were signed in, the ticket is created and you receive a link to it. If you were not, you receive an email asking you to confirm the ticket first, with a link to block further messages if it was not you.

Following a ticket

/help?tickets — your tickets when signed in. Otherwise Find my ticket takes the ticket code from the email plus your email address. Replies from support are emailed and shown in the thread; reply in the thread to answer.

Statuses: awaiting confirmation → response required → in queue → processing → closed.

Contact

/contact — a general contact form for anything that is not a support matter.