Understanding Support Tickets

A support ticket is a private conversation with the Xacheus team. It keeps everything about one problem in one place, so you never have to repeat yourself.

What you get when you send a request

• A ticket number, for example XCH-10482. Quote it if you contact us another way.
• A status showing where the request is.
• A conversation in Support → Your support requests where the team replies and you can answer.

The six statuses

1. Submitted — we received the request and it is in the queue.
2. Open — it is waiting for its first review.
3. In progress — a member of the team is working on it.
4. Waiting for you — the team asked a question. Reply in the conversation so work can continue.
5. Resolved — a solution was provided. If it did not fix the problem, reopen the conversation.
6. Closed — the case is finished. You can reopen it within 30 days of the last update.

Reopening

A resolved or closed conversation can be reopened for 30 days. Open the conversation and use Reopen conversation, or send a reply. After 30 days, start a new request and mention the old ticket number.

Who can read it

Only you and the Xacheus Support team can read the conversation and its attachments. Support staff reply under the official Xacheus Support identity, marked with a verification badge. Internal staff notes are stored separately and are never shown to you.

What we will not ask for

Xacheus Support will never ask for your password, a one-time verification code, your PIN, or your full card number. Do not put them in a request or a screenshot. Read what to include in a support request.