Settings & Account · updated 2026-08-16
Every ticket you send keeps its whole conversation inside the app, so you can check the status and read answers without digging through email.
In the Account Center's "Support Center" tab, click "My Tickets". A red counter on the tab shows how many tickets are still awaiting resolution.
Each ticket shows a status chip: "Open" (just created), "In Progress" (the team is on it), "Resolved", or "Closed". A paperclip badge shows how many files are attached.
Click a ticket to expand it. You will see "Your message", the "Attachments" (click a thumbnail to preview images and PDFs full-screen), and the "Conversation" with every message: support answers on the left, your messages on the right labeled "You". Before the team answers, it reads "No replies from support yet."
Type in the reply box under the conversation and click "Send". Your message lands in the same thread and the support team is notified right away. The reply box is available while the ticket is not closed.
When a ticket is marked "Resolved" or "Closed" but your problem is not actually fixed, click "Reopen ticket" (available for 30 days). The ticket goes back to the queue, a note is added to the conversation, and the team is notified. After 30 days, just open a new ticket.
When support replies while you are in the app, a notification pops up with a "View" button that jumps straight to the ticket, and a red counter appears on the headset icon in the top bar until you open the conversation. You also get an email (and, in the mobile app, a push notification) when the team replies or marks your ticket resolved or closed.
When a ticket involved a completed customer refund, a "Refund receipt" box appears with "View receipt", "Copy link", and "Send receipt". "Send receipt" opens "Send receipt to customer", where you choose "Email" and/or "SMS" before sending the Stripe receipt to the order's customer.
Tickets list five per page; use "Previous" and "Next" to browse older ones.
Attachment links are generated on demand. Collapse and re-expand the ticket; if the preview is not available for that file type, use the "Download" link instead.
Replying and reopening are available to office roles (admin, supervisor, dispatcher). Drivers can reply and reopen only on tickets they opened themselves.
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