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

1. Sign in, then open the Help center
2. Click Submit a Request, or My Requests and then New Request
3. Enter a subject describing your issue, and pick a category and priority
4. Describe the problem in the Description field
5. 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:

1. Open your case from My Requests
2. Add your new information under Add a Reply
3. 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