Follow a request and reply

Check the status of a request you sent, read the company's updates, download files they shared, reply with more details or photos, and rate the help you got.

In the portal's sidebar, open Requests, then select a request under Your requests. The page address ends in /requests. A link in a company email opens the request directly.

Steps

1. Under Your requests, select the request. Each card shows its subject, its number, its status, its Last update and when it was Submitted.
2. Read Request details, below the Submit a new request form (scroll down on the right, or further down on a phone): the status chip and what it means, when the request was Created and its Last update, then the updates in order. Each is marked Team update, Your message or the status it changed to.
3. To save a file the company attached, select Download next to it.
4. To answer, type under Reply, attach files with Add attachments if needed, and select Send reply.

What you see

• Submitted intake repeats the answers you gave when you sent the request.
• Support feedback appears once the request is resolved or closed. Select a score under Rate this request, add an Optional comment, and select Submit feedback. The company also emails a feedback link; you only need to answer once.
• Waiting on you in the summary counts requests where the company is waiting for your reply.

If something looks different

• Pick a request to see its updates.: nothing is selected yet. Choose one on the left.
• No updates yet.: the company has not replied. Updates appear here as they work on it.
• Reply is missing: the request is closed to replies, or your account cannot reply. Send a new request instead.
• Replying will reopen this request for the service team.: the request was resolved or closed. Sending a reply opens it again.
• Download is missing next to a file: the file did not pass the safety check, and the note beside it says so, or your account cannot download attachments.
• Request detail is unavailable.: the request is no longer visible to your account. Contact the company.