How to find previous support cases

This article explains how to find previous support cases in the Support page. The steps below apply to the current Institution workspace on desktop and mobile.

Before you begin

• Make sure you are signed in with the email address invited to your company workspace.
• Confirm you are working in the correct company if your account has more than one.
• Have any supporting file or reference number available before you start.

Steps

1. Sign in to your Institution workspace.
2. Open Support.
3. Select New case, or open the case you want to update.
4. Add the details or attachments and submit.

What happens next

Your submission is recorded against your company record and routed to the Institution team. The status on the item updates as the work moves forward, and you receive a notification when a response or deliverable is ready.

Common issues

• If the action is not available, your workspace role may not include it. Ask the account owner to review your permissions.
• If the page does not update, reload once and check that the item is still open.
• If the item belongs to a service that is not active, activate or request the service first from My Services.

Still not resolved

If this article does not answer your question, contact the Institution team. Include your company name and the item you were working on so the Institution team can respond with your specific record in front of them.