Attach them on first submission, or when you reply.
Error screenshots, diagnostic logs, PDFs, and similar files can be uploaded with the ticket or in later messages. Up to five attachments each time, no more than 20 MiB each.
Questions and replies. Stay in the same ticket.
Submit a support request in the customer console with the time of the issue, connection details, and attachments. Follow-ups and support replies all remain in the original ticket.
Learn about support requestsInclude the symptoms, describe the relevant connection.
Sign in to the customer console, then under Help & Support choose Technical Issue, Billing & Payment, Account & Permissions, Product Suggestion, or Other, and fill in the subject and description.
When a connection is abnormal, describe the Relay or node the device uses, the destination address, the time it occurred, and the error symptoms. State the expected result and any troubleshooting already attempted; you can continue adding test results later.
Screenshots and files, right alongside this conversation.
Messages and attachments, kept together.
Each message shows its author and time, and attachments display the file name and size, so you can view or download them within the conversation.
For follow-up details, continue in the original ticket.
After support staff reply, add details about the device or new test results. The original issue, replies and attachments remain available so you can follow the full thread.
Track progress in your account.
Each ticket shows the assignee, last update time and status, distinguishing awaiting acceptance, in progress, awaiting your reply, resolved and closed. When information is requested, reply in the original conversation.
A resolved but not yet closed ticket can be reopened by replying again. Once closed, it is kept as a read-only record and can no longer be replied to; submit a new support ticket for a new issue.
View connection and node information →Frequently asked questions.
If the issue occurs again, do I need to open a new ticket?
If the original ticket is resolved but not closed, replying again will reopen it, and the original conversation and attachments are retained. If it has already been closed, submit a new support ticket describing the situation.
Can attachments be added in later replies?
Yes. Attachments are supported both on initial submission and in later replies, up to five per message and no more than 20 MiB each. Files are kept with the corresponding message and can be viewed or downloaded.
Where can I view replies from support staff?
Sign in to the customer console, open the relevant ticket under Help & Support to view the conversation, assignee, status and update time, and add your reply in the same ticket.