All clients have access to support provided by the VTEX Support team of specialists. Our specialists are qualified to provide the best possible experience to solve every ticket. To contact them, you must open a ticket through the ticket system.

In this article, we explain how clients can open tickets with VTEX Support and track their status.

This article is divided into four sections:

1. Account authentication
2. Getting started
3. What do you need?
4. Tracking ticket status

In this initial step, you must authenticate your access to VTEX Support. To do this, please follow the steps below:

1. Access VTEX Support.
2. Choose an option to log in to your account. There are three available options:
   • Access by token, which is sent to the store’s email.
   • Login with Google.
3. Login using email and password, which requires 2-step authentication by app or SMS.

After authentication, you will be redirected to the next step.

After authenticating your account, the support team will require some personal details for identification. You must fill in the required fields below.

1. Fill in the Name field with your name and surname.
2. In the Account field, select the option that matches the store for which you are requesting support.
3. Click Continue to move on to the next step.

After the identification is completed, you must select the type of help your store needs from VTEX Support. There are three options:

• Technical
• Financial
• Commercial

Technical support helps the user solve issues or answer technical queries regarding the platform.

If you choose this option, you are required to fill in the information described in the following step-by-step instructions:

1. In the Problem type field, describe the type of problem you need help with. There are three possible options:
   • The store is experiencing a problem or has an unexpected behavior
   • I have a concern and would like to ask a question
   • I would like to request a setup
2. In the Request subject field, fill in the information about the type of problem you need help with. Based on your problem description, we will indicate some articles from the Help Center that might help you solve your problem. If none of these articles can help you solve your problem, please move on to the next step.
   
3. Click Continue. You will be redirected to another page.
4. In the Problem impact field, select the option that best describes the scenario:
   • Unexpected behavior with auxiliary store resources
   • Unexpected behavior with important store resources
   • Unexpected behavior with critical store resources
5. In the Users affected by the problem field, select the option that best describes the severity of the problem’s impact:
   • Admin dashboard users
   • Buyers, consumers, or end-users
   • All users
6. Click Continue.
   • You will be redirected to another page.
7. In the field Your experience with the platform, select the option that best describes your level of experience in the VTEX platform:
   • I’m familiar with the basic resources I’m learning
   • I know everything I need to do my job well
   • I am experienced and understand advanced features
8. In the field Provide a detailed description, write the details about the problem your store is experiencing.
9. In the Choose a file field, you can attach all types of files to help the Support team have a better understanding of your problem.
10. We suggest you leave the option I agree to anonymously share my problem/question resolution with VTEX selected. By doing so, you increase the impact of the solution by preventing other stores in the VTEX ecosystem from experiencing the same problem.
11. To finish, click Send.

Financial support guides the user on how to solve contractual or financial issues related to the stores and VTEX.

If you choose this support option, follow the steps below:

1. In the Request subject field, select the option that best matches your request.
   • Admin is blocked
   • Admin delay warning
   • Sending a payment receipt
   • Problems in receiving or reconciling boleto and/or invoice
   • Questions about amounts, calculations, and other billing information
   • Contract model migration
   • Changing the company registration number – Transfer of contractual liability
   • Changing invoice recipients
   • Changing registration information
   • Contract termination
   • Changing monthly invoice expiration date
   • VTEX Partner
2. Click Continue.
3. In the field Provide a detailed description, give more details about your request.
4. Click Send.

The Sales support team helps users who have requests related to trade policies, additional accounts, and white label sellers, or who want to change their profile to Sponsor user (Master Admin user).

If you choose this support option, follow the steps below:

1. In the Request subject field, select the option that best matches your request:
   • Creating a trade policy
   • Creating a white label environment
   • Creating a seller environment
   • Creating an additional account
   • Changing the Master Admin
2. Click Continue. You will be redirected to another page.
3. Fill in the fields that correspond to the Request subject selected.
4. Click Send.

Once you have opened a ticket, you can track it in the Request history available in VTEX Support. On the Request history page, you will find a search field. You may find your requests by entering the ticket ID or by using the filter with the available statuses.

After a ticket is created, it will be automatically displayed on the panel with the status Open.

Tickets may have the following statuses:

• Open: Ticket assigned to a support agent who is working on solving it.
• Pending: Ticket assigned to a support agent who is waiting for the client to send further information by email.
• Solved: Ticket that was marked as solved by the support agent or the client. Once the ticket is solved, the client has 27 hours to re-open it by answering to the email sent to them by the Support team or by accessing the Request history. On the contrary, the ticket will be closed.
• Closed: Ticket that was marked as Solved and, since there wasn't any interaction after 27 hours, was automatically closed. It cannot be reopened.

Once tickets are solved, the support team sends an email to the user with a link to a Satisfaction survey. This survey allows us to assess the service provided by our support team without leaving the VTEX environment and it helps us improve our client's experience.