# Raising a ticket

> The six categories, what makes a message answerable in one reply instead of four, the length limits, and what attaching a file is for.

Source: https://www.revquix.com/docs/support/raising-a-ticket
Last verified: 2026-09-04

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The form is at the foot of [Help & Support](https://www.revquix.com/dashboard/help). It asks for four
things, and one of them decides how good the answer is.

## Pick a category

| Category                    | What belongs in it                                                              |
| --------------------------- | ------------------------------------------------------------------------------- |
| **Something isn't working** | A page, a tool or a feature that errors, hangs or shows the wrong thing.        |
| **Payments & refunds**      | A charge you don't recognise, a refund that hasn't landed, an invoice you need. |
| **Sessions & mentors**      | Booking, joining, rescheduling or anything that happened in a session.          |
| **Feedback or an idea**     | Something that could be better, or something you wish existed.                  |
| **Account & profile**       | Your username, visibility, notifications or account settings.                   |
| **Something else**          | Anything the options above don't cover.                                         |

The category routes your ticket, so a wrong one costs a hop. "Something else" is a real option and
better than forcing a fit.

## Write a subject that says the problem

Up to 200 characters. "Refund not received for booking on 2 September" is answerable; "Help" is not.

> **Note** - The subject is also a search
>
> As you type it, the page looks for docs that match. If one of them answers the question you were
> about to ask, that is a faster outcome than a reply from us tomorrow - and it is why the field is
> worth writing properly even when you are certain you need a person.

## The message

Between 20 and 5,000 characters. The floor exists because "it doesn't work" cannot be answered
without a round trip that costs you a day.

Four things turn a ticket into a one-reply ticket:

1. **What you were trying to do.**
2. **What happened instead** - the exact message if there was one.
3. **When**, roughly, and **where** - the page or the tool.
4. **Any reference you already have** - a payment reference, a booking, an order. These identify the
   thing exactly, and pasting one is the single biggest thing you can do to get a straight answer.

Screenshots help most for anything visual. Attach the file rather than describing what it showed.

## Attaching files

The form takes attachments. Use them for screenshots, an error message too long to paste, or a
document the problem is about.

> **Warning** - Do not attach anything with a password or a card number in it
>
> Support can read what you send. A screenshot of a payment confirmation is fine and useful; a
> screenshot of a card form is not. We will never ask you for a password or a full card number, and a
> message that does is not from us.

## After you submit

You get a reference. Keep it - it is how the ticket is found later, and what [tracking a ticket](https://www.revquix.com/docs/support/tracking-a-ticket) is built around.

## Related

- [Tracking a ticket](https://www.revquix.com/docs/support/tracking-a-ticket) - What happens next.

- [Getting help](https://www.revquix.com/docs/support/getting-help) - Whether a ticket is the right route at all.