How to follow up on a support request

Open your existing support request to read updates and add information. Keeping the conversation together helps the team see what has already happened.

1. Sign in to the account you used for the request and open Support. Organisers can also open Support from their dashboard.
2. Select the request by its subject. Read the latest response and check whether the team has asked you for more information.
3. When the reply form is available, enter your update in Your reply and select Send reply.

If the request is closed

If the problem is not resolved and Request to reopen is shown, use that option and follow the steps on screen. If you cannot access the old request, contact support and include its reference if you have it.

What makes a useful follow-up?

Explain what changed, what you tried and what happened. Include the event or booking reference and the exact error message. If the event is soon, state its date and start time; do not assume that a follow-up guarantees an immediate reply.

Do not send passwords, full card details or bank login information. Hide private ticket links and unrelated personal information in screenshots. Check your inbox for updates, but use the support conversation to add information unless the team gives you another instruction.