Summary
Learn how to open a ticket in the Help Center, send the necessary information to the support team, and track your request until it is resolved.
Quick shortcut: Open a ticket in the Help Center
In this article
Prerequisites
Before opening a ticket, make sure to:
- Have a registered user account in the Help Center. If you don’t have one yet, see: How to create your user account to submit requests to the support team .
- Be logged in to your Help Center account.
Step by step
1. Access the Help Center
Log in with your account to access the resources available in the Help Center.
2. Choose a way to submit your request
You can start a ticket in two ways from the Help Center.
Option 1: from the “Contact Us” button
At the top of the Help Center homepage, click Contact Us.
Option 2: from the “Submit a request” button
You can also start your request from the Submit a request button, available at the bottom of the Help Center homepage.
Regardless of the path you choose, you will access the form to submit your request.
3. Complete the form
Provide the details of your request so the support team can understand what happened and analyze the case.
Fields marked with * are mandatory.
Fill in the fields according to your request information:
- CC: add people who should receive a copy of the request, if necessary.
- Organization*: specify which organization you want to associate the request with. You can change this later.
- How can we help you?*: select the option that best represents the reason for your request.
- Subject*: write a brief summary of your request.
- Description*: tell us in detail about your request so we can assist you. Our team will get in touch with you.
- Attachments: add screenshots or files that can help the support team understand the case.
4. Submit the ticket
After completing the necessary information, click Submit.
Done! Your request has been registered in the Help Center.
📩 After submitting your ticket:
You will receive a confirmation email and you can check the status of your request in My Activities → Requests.
Tips and best practices
To facilitate the analysis of your request, include information that helps the support team understand the context.
- Describe what you were trying to do: explain what action you were performing when the situation occurred.
- Indicate what happened: describe the outcome and, if applicable, include the error message.
- Add screenshots: when possible, attach images or files that help illustrate what happened.
This information helps the support team better understand the situation from the start of the service.
❓ Frequently asked questions
Do I need a user account to open a ticket?
Yes. You must have a registered user account in the Help Center and be logged in to submit a request.
If you don’t have an account yet, see: How to create your user account to submit requests to the support team .
Where can I open a request?
You can click on Contact Us at the top right corner of the Help Center, or on Submit a request at the bottom of the page.
What should I include in the ticket description?
Explain what you were trying to do, what happened, and if applicable, include the error message. You can also attach screenshots or files that help explain the situation.
How do I know if my ticket was sent?
After submitting, you will receive a confirmation email. You can also check your request in My Activities → Requests.
How do I check a request I already submitted?
Access the Help Center and check My Activities → Requests.
Also see the guide: How to track my requests .
💬 Don’t see your question here?
Open a ticket from the Help Center to contact the support team.
💬 Need help?
If this page didn’t resolve your question, contact the support team.
Support hours:
Monday through Friday, from 9:00 AM to 6:00 PM (Brasilia time).
Last updated: [08/17/2026]
Applicable to version: Help Center
Responsible: [Support]
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