How can I follow up my requests and issues?

To follow up your requests, you must first be logged into our help center. To do this, access the My activities item at the top right of the page and you will be redirected to the requests page after logging in.

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

Remembering that the login and password are different from your platform. To locate your requests, you need to log in with the email you previously contacted. 

From this screen, you can keep track of all your tickets, check their status, and filter which ticket types you want to see:

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

Ticket status 

To know the progress of your ticket, it is necessary to pay attention to the different status of the tickets:

Open: The service or technical team is currently working on your request, and we will contact you as soon as we have a feedback. If you have an open ticket, it can be tracked in the Report Status field within the ticket view;

Awaiting your reply: Your request has been reviewed but is pending further information to proceed. In these cases, it is necessary to verify the information requested by the service team, providing as much detail as possible;

Solved: Your request has been reviewed and finalized by the support team. You can reopen it for a new contact.

Issue status

Tickets also have the Report Status field, which will show in which situation the open issue is during its service:

Awaiting opening: Our customer service team has already received your request and is analyzing the existing information to forward it to the responsible team;

Report in progress: We have already forwarded your request to the team responsible for handling it, which is currently analyzing the registered ticket;

Report completed: The team responsible for your issue has already completed the analysis and we will contact you as soon as possible with the result of your request;

No report required: Your request has been analyzed and it has been identified that it will not be necessary to process it by the technical teams.

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

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