# Ask our support team

> Open a support ticket, follow the answers and close it when the problem is solved.

*Section: Team and settings · Updated: 2026-10-19*

By the end you will have opened a support ticket, and you will know how to follow the answers.

Open **[Support](/app/support/tickets)** in the sidebar. It is there for the people whose role includes it, the owner always.

## Open a ticket

1. **Click New Ticket.**
2. **Write the Subject.** One line that says what is wrong, for example "Receipt printer prints blank paper".
3. **Pick the Category.** **Bug Report**, **Technical Support**, **Billing Issue**, **Feature Request** or **Account Issue**.
4. **Pick the Priority.** It starts on **Medium**. Keep **Urgent** for a shop that can't sell.
5. **Write the Message.** Say what you did, what happened and what you expected. Name the page, and the reference of the sale or payment if there is one.
6. **Attach pictures or documents if they help.** **Attach files** takes JPG, PNG and PDF files, up to 10 MB each. A screenshot of the problem saves a round of questions.
7. **Click Submit.** The ticket opens. You get an email that it was received.

![Open a Support Ticket filled in: Subject "Receipt printer prints blank paper", Category Technical Support, Priority Medium, a Message describing the blank receipts, Attach files, Submit and Cancel.](https://armpos.online/storage/help/da3106fe8e-ask-support-1-new-ticket.webp)
*Everything with \* is required. Say which page, what you did and what you saw.*

## Follow your tickets

**[My Tickets](/app/support/tickets)** counts your **Open**, **Pending**, **Resolved** and **Closed** tickets and lists them with their **Ticket #**, **Subject**, **Category**, **Priority**, **Status** and **Last activity**. A ticket with an answer you haven't read shows **New reply**.

![My Tickets: New Ticket at the top right, the four counters Open, Pending, Resolved and Closed, the filters All to Closed, Search tickets and the list's columns.](https://armpos.online/storage/help/b9da59fdcb-ask-support-2-tickets.webp)
*Open a ticket from the list to read the answers and reply.*

- **Open** is a new ticket.
- **Resolved** and **Closed** are set by our support team.
- **Pending** means a resolved ticket was answered again.

Open a ticket to read the conversation. Write in **Write a reply...**, attach files if needed, and click **Send Reply**. The page refreshes by itself while it is open. Each answer from support also reaches you by email, at the address of the person who opened the ticket.

A **Resolved** ticket still takes a reply, which reopens it. A **Closed** one doesn't: open a new ticket and mention the old number.

## What's next

Questions about a payment or an invoice: see [Your plan and billing](/app/help/your-plan-and-billing) first.