How does the support work? The rules you need to know

Get a Marketplace support account

First of all, make sure you have an account so you can easily access documentation and ticket creation!

Fill in the form

How do ticket statuses work? 

• OUVERT → Our team will process the ticket

• EN ATTENTE → You have 48 hours to provide a response if necessary, after which time the ticket will be considered resolved!

• EN ATTENTE D'UN TIERS → We're waiting for someone outside the team (like HIPAY, the IT team...) to get back to you.

• RÉSOLU → You have 48 hours to reply to this message if the problem persists, after this time the ticket will be closed

• FERMÉ → We hope your request has been processed if the ticket is at this stage :)

One request = One ticket

To facilitate and speed up processing by our teams, please create a new ticket for each new request. This will also enable you to track your requests more easily from your support area!