What happens after you submit

The ticket is the record. Public replies are also emailed to the address saved on your account.

What the status means

• Open. We have the ticket and nobody has started it yet.
• In progress. Someone is checking it.
• On hold. We are waiting for you, a bank, or another team.
• Resolved. We have told you the outcome. If nothing further happens, the ticket closes later.
• Closed. The ticket is finished. You cannot add another reply.

If we ask you to reply

You have 48 hours. A reminder is emailed when about 24 hours are left. If you do not reply in time, the ticket closes. Answer on the same ticket. A second ticket for the same issue slows the check down.