Understanding support case statuses

This article explains support case statuses so you know what to expect in your Institution workspace.

What this article covers

• Where this appears in the Support page.
• What the information tells you about the current state of your account.
• Who to contact when something does not match your expectation.

How it works

Institution keeps one record for your company, and the workspace reflects that record. When something changes, the record is updated first and the Institution team works from the same information you see, so documents delivered to you stay consistent with what is on file.

Where to look

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

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.