How to Reply and Attach Files

Replying quickly and clearly is the fastest route to a solution. In most cases a single screenshot or file explains what words cannot.

Step 1: Open the ticket

1. 1
   Go to your profile, then the Support section.
2. 2
   Click the view icon next to the ticket.
3. 3
   The ticket page opens with the full conversation, oldest first.
4. 4
   Read the latest reply from the support team carefully — it may contain a specific question.

Step 2: When does the reply box appear?

Step 3: Writing and sending your reply

1. 1
   Type your reply in the editor.
2. 2
   Attach files if needed (optional).
3. 3
   Click Send reply.
4. 4
   The button changes to Sending… with a small spinner and becomes unclickable until the operation finishes — so your reply is never sent twice by accident.
5. 5
   On success you see Reply sent successfully, the editor clears, and your reply appears in the conversation.

Step 4: Attachments

Allowed types and sizes

Maximum: 5 files per message.

How attachments open

• Images appear as thumbnails; clicking one opens it in a viewer on the same page, closed with the close button or by clicking outside the image.
• PDF and video open in a new tab for the browser to display, from where you can download them.
• Attachments are protected: only the ticket owner and the support team can open them.

If an attachment fails to upload

• You will see a message explaining why (file too large · unsupported type · connection problem).
• Your reply is never sent incomplete: if any file fails, the reply is not saved at all, and your text and files stay in the editor so you can try again.

Important notes

• Executable files and scripts are not allowed for security reasons, even if the extension is changed.
• Every file goes through a security check before it is stored.
• The clearer your description and the more precise your attachment, the faster the resolution.

What happens next?

As soon as you send your reply the ticket status changes to Customer replied, and the support team is notified to review it.

Related articles

• How to Track Your Ticket and Understand Its Status
• What Happens While Support Is Waiting for Your Reply?
• Ticket Closure and Automatic Closure