How do I manage my support case?
You can keep track of your support cases by visiting Help Center > My cases in your account. It is easily accessible both via web and our mobile application.
This section provides a list of your existing cases showing their subjects, IDs, status and creation date.
How can I update my existing support case?
Within your account’s My cases tab, you can:
- Review your existing cases
We show you all direct messages exchanged between you and our Help team, each with a timestamp.
Kindly note that email communication, even when related to cases, is not visible in your account’s Help Center. It is only available in your mailbox.
- Send follow-up messages
Simply select your active case and use the ‘Reply’ button at the bottom of the page.
You can send text messages and attach various types of files. Applicable file type and size limitations are displayed onscreen.
- Close your case
If you have an active case but no longer require assistance, you can press the ‘Close case’ button within it.
What does my case status mean?
Your support case may go through various stages such as New > Escalated > Resolved. Each case status is a quick indication of its handling progress.
With a total of 10 case statuses and the question mark icon description tooltips, we always keep you in the loop.
| Case Status | Meaning |
|---|---|
| New | Your case reached our Customer Service queue successfully and we’ll aim to reply within 48 hours. |
| In Progress | Your case has been assigned to a Customer Service agent and we’ll reply soon. |
| Awaiting your Confirmation | We’ve sent you an email at the primary email address registered in your account. In contains helpful information or instructions based on your selected case issue. Check your trash/spam folder if our email is not visible in your primary inbox. Please use the buttons at the bottom of that email to confirm whether it has answered your query or if you need further assistance from an agent. If we don't hear from you within 24 hours, your case will close automatically. |
| Escalated | We’ve escalated your case internally, and it may take us longer to reply. We’ll inform you as soon as we have a solution. |
| Awaiting your reply | We’ve reviewed your case but need more information from you. Check our message/email and provide the requested details. If we don't hear back from you within 48 hours, your case will be automatically closed and we’ll consider it resolved. |
| Resolved | We believe your query has been addressed and your case has been closed. This was done either by an agent from our Help Team or by our chatbot if your case was a chat with our Virtual Assistant Leo. |
| Closed | Your case has been closed after we addressed your issue via email. Check your trash/spam folder if our email is not visible in your primary inbox. |
| Closed by you | You have closed this case yourself. |
| Merged in active case | You have created a new contact while having an active case. The secondary message from this ticket has been merged with your originally active case. |
| Closed - No response | The latest status of this case was ‘Awaiting your reply’ and we automatically closed it as we didn't receive a response from you. |