> ## Documentation Index
> Fetch the complete documentation index at: https://docs.centipidbilling.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Portal support tickets

> How subscribers open a support request in the customer portal, follow its status and reply, and what details to include, since attachments are not supported.

## Ask the ISP for support

Open **Support** to list existing requests or choose **New request**. The list shows your 50 most recently updated requests. Attachments are not supported, so describe screenshots in words.

## Create a request

Required:

* subject, maximum 160 characters;
* details, maximum 8,000 characters.

1. Open **Support** and choose **New request**.
2. Enter a short **Subject** that names the problem.
3. Describe it in **Details**: what happened, when, and on which device.
4. Choose **Submit request**. A "Support request submitted" message confirms it.

The ISP's administrators and support staff get an email. If the ISP sends SMS, you also get a text confirming they received it.

Write what happened, when it started, whether it affects one/all devices, and what was tried. Include receipt/invoice/voucher/router context only when relevant. Do not include passwords, PINs, OTPs, recovery codes, API keys, or full bank/mobile-money credentials.

## Track a request

The ticket shows status, opened/updated time, original details, operator resolution when present, and conversation. Open requests accept replies up to 5,000 characters. Closed requests no longer show the reply form.

A request moves through 5 statuses: **open**, **in progress**, **waiting**, **resolved** and **closed**. Replying to a resolved request sets it back to waiting. Staff replies appear in the conversation; check the ticket for updates. The ISP may text you when a request is resolved.

Until staff reply, the conversation says the team will update you there. Each request in the list shows when it was last updated, so you can see new activity at a glance.

Use one ticket for the same ongoing incident. Opening duplicates can split investigation history.

## Useful evidence

* date/time/timezone;
* device and service type;
* exact error text;
* whether other devices/subscribers are affected;
* invoice/payment/receipt ID without secrets;
* steps already attempted.

For an urgent network-wide outage, use the ISP's support phone/WhatsApp shown in the ISP's branding in addition to recording the ticket when instructed by the ISP.


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