# Help & Support

> How to raise a support ticket with the Aigio team, choose the right category, and check the status of your ticket.

Source: https://guide.aigio.ai/help-and-support

**Help & Support** is where you ask the Aigio team for help. You raise a **ticket** that describes your problem, and the team gets back to you. You can come back to the page to see the status of each ticket.

Use it for billing, technical or account problems, to ask for a new feature, or for anything else.

Tickets belong to the workspace you raise them in.

## At a glance

- **Open Help & Support:** Left sidebar > **Help & Support** (at the bottom)
- **Raise a ticket:** **New ticket** > Choose a category > Type a subject and description > **Submit ticket**
- **Track it:** Click the ticket in the list > Check its status in **Ticket details**

## Open Help & Support

In the left sidebar, click **Help & Support**. It's at the bottom, below **Members**.

The **Help & Support** page opens. If you haven't raised any tickets yet, you see **No tickets yet**.

## Raise a ticket

1. Click **New ticket** at the top right. The **New support ticket** box opens.
2. Click **Category** and choose the one that fits best:
   - **Billing**: payments, credits or your plan.
   - **Technical**: something in Aigio isn't working.
   - **Account**: signing in or your account details.
   - **Feature request**: something you'd like Aigio to do.
   - **Other**: anything else.
3. In **Subject**, type a short title for the problem, for example "Payment deducted but credits not added".
4. In **Description**, explain what happened. Say what you were doing, what you expected and what you saw.
5. Click **Submit ticket**. The button shows **Submitting...** while it sends.

The box closes and your ticket appears in the list with the status **Open**. Aigio gives it a ticket number, for example **AIGIO-10003**.

To close the box without raising a ticket, click **Cancel**. What you typed is cleared.

> **Check before you submit:** You can't edit, reply to or delete a ticket after you submit it. If you forgot something, raise a new ticket that mentions the first one. Never put passwords, card numbers or other private details in a ticket.

## Check a ticket

1. Open **Help & Support**. Above the list you see how many tickets there are, for example "Showing 1 of 1". Each row shows:
   - the subject and the status
   - the ticket number, the category and when you raised it, for example "AIGIO-10003 · Technical · less than a minute ago"
2. Click a ticket. The **Ticket details** panel opens on the right. It shows the subject, the ticket number, the category, the status, your description, and when the ticket was created and last updated.
3. To close the panel, click the **X** at the top right, click outside it, or press **Esc**.

You can't change a ticket in the panel. It's for reading only.

When a ticket is open, the page address ends with "?ticket=" and a number. Copy this address to come back to the ticket later. Opening it brings up the same panel.

## What the error messages mean

| Message | What to do |
|---|---|
| "Select a category." | Choose a category from the list. |
| "Subject must be at least 3 characters." | Type a longer subject. |
| "Subject must be at most 200 characters." | Shorten the subject. Put the details in **Description**. |
| "Description must be at least 10 characters." | Describe the problem in more detail. |
| "Description must be at most 5000 characters." | Shorten the description. |
| An error in red above **Submit ticket** | Try again later. |

## Tips

- Raise one ticket per problem. This helps the team track each one.
- Note your ticket number, for example **AIGIO-10003**. Mention it if you contact Aigio another way.
- In the description, name the page and the button you used, and copy any error message exactly.