Where to open one
Under Account → Support, the Open a request button. You write the subject and what's happening.
The case number
Every request is born with a case number in the format YYYYMMDD-XXXX — the opening date plus four characters.
It shows on your request and is what you quote when you come back about the same case. It doesn't change when a request is closed and reopened: the question it answers ("what happened to my case?") stays the same.
If you wrote in through the site form, the number arrives in the confirmation email.
Where the reply lands
Depends on where you wrote from:
- request from the panel → the reply shows in the bell, in the push notification and in the conversation under Account → Support;
- email → we reply to your email, and you just reply back to continue;
- WhatsApp → it continues on WhatsApp.
Limit
Five open requests at a time. It isn't bureaucracy: it's what stops the queue filling with repeats about the same thing, which delays your own reply. Continue in the request that already exists.
Before opening one
Most answers are already here in the manual — use the search at the top of /manual. If you don't find it, then open the request: it's faster for you and it improves the manual for whoever comes next, because resolved requests become articles.