Support opens from the account menu. First check for an existing ticket about the same problem. A useful message specifies page, document, time, action and observed result. Do not send passwords, access codes or full card details.
Supporting documents
- Problem description, document identification and, if useful, a relevant screenshot or file.
Describe the problem and attach documents
- From the account menu, open Support and the new request form. Choose the appropriate category and priority.
- Enter a precise subject and describe what you did, expected result and displayed message. Include document number or ID where relevant.
- From Account documents, search by name or ID and select the correct item. For a new file, use Upload from device and check the selected attachment.
- Reread message and attachments, then choose Send ticket. Check the created request and retain its number for follow-up.
The problem and required documents are retained in an identifiable request available to support.
Related resources
Practical example
For an invoice that will not download, write “I cannot download invoice F 101”, specify page and time and select the document by ID. Attach the message screenshot and send one request.
Frequently asked questions and solutions
Several documents have the same name.
Use the document ID from its details or preview. Check the selected item before sending and specify the operation concerned.
I am unsure whether the request was sent.
Check Support by subject and time and open the result before resubmitting. If the form shows errors, correct indicated fields and retry once.