Support Cases
Create, track, update, and resolve support requests with the Institution team.
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How to create a support case
Step by step guidance for creating a support case in the Support page.
1 min read · Updated 2026-07-28
Choosing the right support topic
What this means in Institution and how it affects your account.
1 min read · Updated 2026-07-28
What information to include in a support case
A clear answer in plain language, plus what to do next.
1 min read · Updated 2026-07-28
How to attach documents to a case
Step by step guidance for attaching documents to a case in the Support page.
1 min read · Updated 2026-07-28
All support cases articles
How to create a support case
Step by step guidance for creating a support case in the Support page.
1 min read · Updated 2026-07-28
Choosing the right support topic
What this means in Institution and how it affects your account.
1 min read · Updated 2026-07-28
What information to include in a support case
A clear answer in plain language, plus what to do next.
1 min read · Updated 2026-07-28
How to attach documents to a case
Step by step guidance for attaching documents to a case in the Support page.
1 min read · Updated 2026-07-28
How to check the status of a support case
Step by step guidance for checking the status of a support case in the Support page.
1 min read · Updated 2026-07-28
Understanding support case statuses
What support case statuses means in Institution and how it affects your account.
1 min read · Updated 2026-07-28
How to reply to a support case
Step by step guidance for replying to a support case in the Support page.
1 min read · Updated 2026-07-28
How to add information to an open case
Step by step guidance for adding information to an open case in the Support page.
1 min read · Updated 2026-07-28
How to close a support case
Step by step guidance for closing a support case in the Support page.
1 min read · Updated 2026-07-28
How to reopen a support case
Step by step guidance for reopening a support case in the Support page.
1 min read · Updated 2026-07-28
How to find previous support cases
Step by step guidance for finding previous support cases in the Support page.
1 min read · Updated 2026-07-28
How to report an urgent account issue
Step by step guidance for reporting an urgent account issue in the Support page.
1 min read · Updated 2026-07-28
How to report a billing issue
Step by step guidance for reporting a billing issue in the Support page.
1 min read · Updated 2026-07-28
How to report a document upload problem
Step by step guidance for reporting a document upload problem in the Support page.
1 min read · Updated 2026-07-28
How to report an account access problem
Step by step guidance for reporting an account access problem in the Support page.
1 min read · Updated 2026-07-28
When to use messages instead of a support case
What this means in Institution and how it affects your account.
1 min read · Updated 2026-07-28
Why a case may be waiting for customer information
Common reasons this happens, and how to move the item forward.
1 min read · Updated 2026-07-28
How case notifications work
How this works in Institution, and what it means for your account.
1 min read · Updated 2026-07-28
How workspace team members can view cases
How this works in Institution, and what it means for your account.
1 min read · Updated 2026-07-28
What to do if you submitted a duplicate case
What to do next, and who to contact if you need help.
1 min read · Updated 2026-07-28
Still need help?
Contact the Institution team for help with new business, general questions, or account access. Existing clients can also raise account specific questions with their engagement contact.