How to submit a ticket and see replies
Click “Contact support” on a service page or submit a ticket from Help & support, choose the right category and attach screenshots. You’ll be notified when we reply, and you can keep replying or close the ticket.
On this page
The quickest way: contact support from the service page
If the problem is about a particular Mac mini or Claude account, open that service in My services and click “Contact support” below the delivery details. The ticket form opens with the category and the service already selected, so you only need to describe the problem. On the Help & support page, each service also has its own “Submit a ticket” shortcut.
Submitting a ticket
Open Help & support
Click Help & support in the left menu, then “Submit a ticket”. You can also try the search box first; many questions already have answers.
Choose a category and describe the problem
Choose a category (Deposits & wallet, Account, Remote connection and machine, Claude account, Orders and renewals, Other) and fill in a subject and description. The description is plain text only, up to 5,000 characters; describe what happened, the message you saw and when.
Attach screenshots and pick the related service or record (optional)
You can add screenshots (PNG, JPG or WebP, up to 5 MB each, 5 max; you can also paste them). Once you choose a category, if the problem is about a service, an order or a deposit, select it under “Related service or record” so we can help faster (it is already filled in when you come from “Contact support” on a service page).
Click “Submit ticket”
You’ll see the ticket number, and we’ll notify you when we reply.
Don’t send passwords or codes
Don’t include passwords, one-time codes, recovery codes, device verification codes or Claude account passwords in a ticket, and hide them in screenshots too. To protect your account, sensitive information in messages is hidden automatically.
What to include for different problems
- Remote connection and machine: the machine’s device ID (in the service details), the message you saw and when it happened.
- Claude account: the account’s sign-in email, the message you saw and when it happened.
- Orders and renewals: which machine (device ID), or the time and amount of the order.
- Deposits: the network, amount and transaction ID (TxID). On the deposit request page, choose “Ask about this deposit” and the ticket includes the request automatically.
- Account: the message you saw and when it happened.
Seeing replies
All your tickets are on the Help & support page: unresolved ones under “Open tickets”, finished ones under “Closed tickets”. What each status means:
| Status | Meaning |
|---|---|
| Waiting for support | Waiting for our team to reply |
| Support replied | There’s a new reply, open it to read |
| Closed | The issue has been resolved |
We send an in-app notification when we reply; if you’ve turned on email notifications, you’ll get an email too. See How to set up notifications.
Replying, closing and reopening
- Open the ticket, write in “Reply” at the bottom and click “Send”.
- Once the problem is solved, click “Close ticket”.
- After a ticket is closed, replying or clicking “Reopen” within the time shown on the page reopens it. Tickets closed too long ago can’t be replied to; if the problem isn’t solved, please open a new one.
- There’s a limit on how many open tickets you can have. If you reach it, close resolved tickets first or keep replying in an existing one.
If you can’t sign in
You can’t submit a ticket without signing in, so reach us through the support channels on the Contact us page and tell us the email you registered with.
Updated 2026-11-10 · 3 min read
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