How do I manage my support case?

You can keep track of your support cases by visiting the Contact us section in your account. The section is easily accessible via Web and our mobile application

What does my case status mean?

Your support case may go through various stages such as New>Escalated>Resolved. Each case status is a quick indication of your case progress within our Customer Service team. With a total of 9 case statuses, we always keep you in the loop.

We also have an activity tab showing a time-stamp of the first and last case status activity. 

Case Status

Case Status Meaning

New

Your case reached our Customer Service queue successfully.

In Progress

Your case is now assigned to a Customer Service agent. We usually aim to respond within 24 hours.

Awaiting your Confirmation

Check your primary registered e-mail with Skrill. We sent you a self-help e-mail based on the case issue you selected. The e-mail contains commonly asked questions and possible solutions so you can get an instant answer.

Use our selection panel located at the bottom of the e-mail to indicate whether the information was helpful. By selecting ‘’Yes, close this case’’ your case status will change to Closed. By selecting  ‘’No, keep this case open’’ your case will go to a Customer Service agent. If we don’t hear from you within 24 hours, your case status will automatically change to Closed.

Check your trash/spam folder in case our e-mail is not visible in your primary inbox.

Escalated

Your case was escalated internally, or we are awaiting input from another department. Our Customer Service agent will get back to you, as soon as we have the best solution.

Awaiting your reply

We reviewed your case but need more information from you. Check our message and reply with the requested details within 48 hours. If we don’t hear from you on time your case status will automatically change to ‘’Closed’’.

Resolved

We believe we’ve helped you resolve your issue, and our Customer Service agent has marked your case as resolved.

Closed

Your case can be marked as Closed if:

1. Customer Service agent requested additional details from you to address your case, but we didn`t receive a reply within 48 hours.
2. We sent you a self-help e-mail containing frequently asked questions and possible solutions, you marked the information as useful, and selected for your case to be closed.
3.  We sent you a self-help e-mail containing frequently asked questions and possible solutions but, you failed to react to that e-mail within 24 hours and it automatically closed.

Closed by you

You have closed this case via the Contact Us section.

Duplicate

You have created a new contact while having an active case.  The secondary message from this ticket will be merged with your originally active case.

 

Can I update my existing support case?

•    You can create follow-up messages

To add a message to your active case, visit the ‘’Contact us’’ section. Locate your case, click on the arrow button> then select Reply.

•    You can submit attachments 

To attach a file to your active case, visit the ‘’Contact us’’ section via web. Locate your case, click on the arrow button> then click ‘’Upload attachments’’ Supported file formats are: png, jpg, jpeg, gif, tiff, pdf, xls, xlsx, csv, doc, docx and can be up to 5 files with maximum size 20 MB in total. 
If you are experiencing issues with attaching your files, perform some basic troubleshooting steps.

•    You can close your case

To close your active case, visit the ‘’Contact us’’ section click on the arrow button> then select Close.