Tracking and replying to a ticket

There are two ways to check on a ticket.

With your reference (no account needed)

Go to Track a ticket and enter the ticket reference and the email address you raised it with. You'll see the ticket's status and our replies.

By signing in

Sign in to see every ticket you have raised in one place and to reply to them. You can sign in with a password, or choose Email me a code instead to get a six-digit code by email with no password needed.

Once your email address is verified, any ticket raised with it appears in your list, including tickets raised before you had an account.

What the statuses mean

• Received: we have it, and nobody has picked it up yet.
• In progress: someone is working on it.
• Waiting on you: we've asked you something and can't go further until you answer. Our response clock pauses until you reply.
• On hold: it's paused on something outside the ticket. Our clock keeps running.
• Resolved: we believe it's fixed. If it isn't, reply and tell us.
• Closed: finished. If the problem comes back, raise a new ticket.

For the same problem, please reply on the existing ticket rather than raising a new one. That keeps the history in one place, so you don't have to repeat yourself.