Getting Help with Support Cases
If you need help from the Equipoise support team, you can submit a support case. (For a question about a specific order, event or donation, contact the seller directly.)
Submitting a Case
- Sign in, then open the Help center
- Click Submit a Request, or My Requests and then New Request
- Enter a subject describing your issue, and pick a category and priority
- Describe the problem in the Description field
- Click Submit Request
You'll receive a confirmation email with your case number.
Tracking Your Case
Sign in and open My Requests in the Help center to see:
- Your cases with their current status
- Everything you've added to each one
Support replies to you by email.
Adding Information
If you need to provide additional details after submitting:
- Open your case from My Requests
- Add your new information under Add a Reply
- Click Send Reply — support is notified, and replying to a pending or resolved case reopens it
Case Statuses
- Open: Your case has been received and is awaiting review
- Pending: Support is waiting on a reply from you
- Resolved: Your issue has been addressed
- Closed: The case has been finalized