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Case Status Tracking

Once a support case is submitted, it goes through different statuses. Understanding these statuses helps you track progress and manage expectations.

Customer Support Case Status​

  • Open: You receive an automatic confirmation with a reference number, subject, and description.
  • In Progress: A support agent is working on your case. If escalation is required, it will be sent to a Product team.
  • Partner's Feedback Required: We are waiting for information from the Buyer or Seller.
    • A reminder is sent after 3 days, and another after 5 days.
    • If no response is received after 7 days, the case will be closed.
  • Resolved: You will receive an email with the solution. If you disagree, you have 7 days to reopen it.
  • Closed: Cases with no response for 7 days in "Partner's Feedback Required" or after resolution will be closed.
    • To reopen a closed case, click "Reopen Case". This generates a new Case ID, but all previous details remain intact. Click on the new Case ID link or refresh the page to view updates.

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To add participants or contacts to a case, click the "Cc" button located below the reply box in Case Details. The option becomes available only after you start typing a reply.

New Connection Case Status​

  • In Progress: After submitting a connection request, you receive an automatic confirmation. The request undergoes auto-activation, where access is generated and tests are run. If issues arise, our Connectivity Team will review it manually.
  • Partner's Feedback Required: Awaiting additional information from the Seller.
  • Delivered: The activation was successful, and credentials were provided.
  • Not Completed: The activation was unsuccessful due to cancellation or case duplication.