Opening a support request and following it

For anything the docs do not solve, open a support request. A person reads it and replies.

Writing to us

On Open a support request, fill in the following.

1. The service your question is about (Parallax, Iris, Soulmate, Dex and so on)
2. The topic
3. A subject and the details
4. The email address for our reply

You can write without signing in. Signing in first is more convenient, because then all of your tickets appear together in your request list.

What makes it faster

• The time the problem happened and the screen you were on, with the address if there is one
• What you did and what came back
• The exact error message you saw on screen
• For payment issues, the time of payment and the order number
• A screenshot if you can

Following your request

Once it is in, you get a ticket number in the form CS-20260923-A1B2C3 and a confirmation email.

• Signed in: check it directly in your request list.
• Not signed in: use the lookup link or token issued when you sent it. On the same browser it stays available on the Find your request screen. For security we cannot find a ticket again for you if you lose the link, so please keep the confirmation email.

When we reply you get a notification email. All of our notification emails are written in English. Write under our reply to keep the conversation going.

How long a reply takes

We aim to reply within three to five business days. Urgent matters such as payments and outages are handled first.

If a lot of requests arrive in a short time, new submissions may be limited briefly. If that happens, try again in about ten minutes.