Using our Support WebPortal
Most people will receive an email each time we reply to which they can simply reply to in order to correspond with us. However some people do not receive our emails, gmail and AOL are particularly bad, but any email provider can potentially have Spam filters that often stop legitimate emails reaching you. Often though many people simply do not bother to check their junk-mail folder, or for gmail the 'Promotions' folder.
So, if you have any trouble receiving our emails, you can log-in to the Online WebPortal.
You will automatically have a log-in after you have submitted your first 'Support Request'.
Note: You still need to contact us via out web forms.
Once signed in ...
You will see the menu as pictured above as well as any and all 'Support Request' Tickets you have submitted. Usually, these will be in one of the following categories. Referred to below as a 'Ticket'. Below this all 'Tickets' you have ever summited.
New indicates and means you 'Ticket' has not yet been answered by us.
Updated means we have posted a reply and set the Ticket to updated. (It will auto close 7 days after the last post is unanswered).
Open also means we have posted a reply, however, we have set it to 'open' because we have a reason to think the Ticket may need to be open longer than 7 days.
Updated & Closed means we have posted a reply and believe that the matter raised has been answered and the Ticket can close. However, it is actually still open and like the 'Updated' status it will auto close in 7 days. So you can still either reply via email or open it via the portal. One advantage is it does not show in our admin as 'New' and where someone simply says 'thank you', we do see that, but don't need to open the ticket to close it again.
Closed means closed. If you try to submit a message via a closed Ticket will will not see it.
To open and read an existing 'Support Request'
Click the Subject (as per what you entered when submitting).
If required click 'Expand All' to view all posts both by us and you.
To reply click the arrow as per the arrow/image at above.
A message box will open.
Type your message then click 'send reply'.