Getting started
How to raise a support ticket
Where to ask for help, what happens next, and how quickly we reply.
Open the Need Help? button in the bottom-right of any page, then choose Write to Us. You can also go straight to Help & Support in the sidebar.
What we ask for
A category, a one-line subject, and what happened. If the problem is about a specific box, add the container or bill of lading number — that saves us asking, which usually saves a day.
What happens next
You get a ticket number straight away and a reply time we commit to. The ticket keeps its whole history, so anyone on your team can pick the thread up.
Replying to a resolved ticket reopens it. A resolved ticket with no reply closes itself after seven days, and replying to a closed one starts a new ticket linked back to it.
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