Seeing your support requests

Everything you send to support has a reference number, and everything with your email address on it is gathered in one place: My requests.

Signing in

Use the Log in button at the top of this site. It is your ordinary Circl account, the same email and password you use in the app. There is no separate support login to create.

You stay signed in on that browser until you log out.

What you will find

Two tabs. Open is anything still in play, Closed is everything finished with, kept so you can look back at the answer.

Each request shows where it has got to:

Awaiting response is with us
Awaiting your reply means we have answered and are waiting on you
Investigating, Escalated and similar mean it is being worked on, and

say what is happening to it

Closed is finished

Replying

Open a request and reply at the bottom. You can attach up to five images, ten megabytes each, which is usually the fastest way to explain a problem on screen.

The reply box appears once we have answered, and once per answer. Support requests are worked in order, and a second message before anyone has read the first moves nothing along. If you need to add something while you are waiting, reply to the email instead and it lands on the same ticket.

If you sent something before making an account

It will still appear. Requests are matched on the email address you used, so signing in later gathers up anything sent from that address, including requests you emailed in rather than sent from this site.

Closed requests

A closed request can be read but not replied to here. If it turns out not to be finished, reply to the email we sent and that reopens the same ticket rather than starting a new one.

Writing in without an account

You do not need one. Send a request and we will reply by email. An account only adds the history in one place and the ability to attach images.