Please open a helpdesk ticket. Use the Support button at the bottom right of the screen.
Provide the most complete description of the event with [iD] Code, device and operating system. Make sure to include:
- A brief description of the sequence of action you were taking
- What you were trying to do and what went wrong
- Whether web version (desktop, laptop, tablet), your device, browser name and version (it’s written when you open the browser). If mobile, your device and app version (it’s written at the bottom of the menu or if you open the app store and you search for the app you downloaded).
You will be notified of any further updates via email.
Once your ticket is processed and closed you will receive a specific email notification.
Technical helpdesk coverage is
CET: 7.00 am – 7.00 pm
EST: 1.00 am – 1.00 pm
BRST: 4.00 am – 4.00 pm
HKT: 2.00 pm – 2.00 am.
It typically takes us 2-4 business days to close a helpdesk ticket, depending on its complexity and on the completeness of your description.