Understanding Support Ticket Statuses

Every support conversation carries one of six statuses. The status changes when something real happens — opening a ticket does not resolve it, and a reply does not close it.

The statuses in order

Submitted — the request reached Xacheus and has a ticket number. Nobody has reviewed it yet. Open — it is in the queue for a first review. In progress — somebody on the team has picked it up and is working on it. Waiting for you — the team replied or asked a question. This is the one status that needs action from you. Open Support → Your support requests and answer in the conversation. Resolved — a solution was provided. Read the reply; if it fixes the problem, no action is needed. If not, reopen the conversation within 30 days. Closed — the conversation is finished, usually after resolution or because no further action is possible.

What the status does not tell you

A status is not a promise of a deadline. Xacheus does not guarantee a fixed response time. Safety, scam and account-security reports are prioritised, but every request is read.

Reopening

Resolved and closed conversations can be reopened for 30 days after their last update. Replying to a finished conversation also reopens it inside that window. After 30 days, start a new request and include the previous ticket number.

Where to look

The same status appears on the ticket, in Your support requests on the Support page, and in the notification we send when it changes. See understanding support tickets.