How to check the status of an open Support ticket
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If you've already been in touch with Support and have an open ticket, contacting us again by any means does not mean your issue will get resolved sooner. Our technical support team work through tickets chronologically and will be in touch to help you out as soon as possible.
If you've only spoken to us through the chat window on this site, or on the Community forums, you do not have an open ticket. Tickets are administered by email.
Checking a ticket's status
If you have an open ticket, you can check various ticket details, such as whether the ticket is open or closed, ticket type, the team assigned to the ticket, and the timestamps for ticket updates. You can check a ticket's status through two methods: email or the support site.
These are the only two places where you can check on your ticket status. Our Support Twitter account, for example, will not and cannot contact you on Twitter.
Email
You'll receive official email updates when the status of your ticket changes. These emails will only ever be sent from [email protected]. Search for this email address in your inbox, and you can find the email updates you've received.
Support site
- Navigate to any page on our support site. The URL should read: https://support.metamask.io/. Make sure you're in the right place — if you're not on this domain, you may be on a fraudulent site, so don't enter any personal information! You should have received an email to create an account for the platform when your ticket was opened.
- Good news -- the article you are currently reading is a part of our support site! You can do the following steps right on this page.
- Find the conversation button in the bottom right of the page. Click on it and then click 'Tickets' in the bottom right of the pop-up window.
- On this page you'll be able to see your open support tickets listed.
- Click on the ticket you want more information about.
MetaMask Support structure
MetaMask Support consists of three main elements: the helpdesk, technical support, and the Community page. All three are accessible via this site — our Support page. Typically, you might first interact with the Community or some articles on this page before contacting our helpdesk. Depending on your problem, helpdesk may elevate your case to technical support. The tickets described in this article relate solely to support provided by the technical support team.
Let's break this down. To start with, what is technical support?
We use this term for our staff who will help you with tickets via email, and usually concerning particularly complex issues or matters relating to security and loss of funds. In most cases, you cannot contact technical support without being referred.
Technical support is distinct from helpdesk agents. The latter handle the majority of Support cases, and you can get through to them through the Start a Conversation button on our Support homepage after answering a few questions that help us gather details. The helpdesk team do not work via email, but solely through the window that opens when you click the conversation button.
Additionally, posting on our Community page does not mean you have opened a ticket. However, the Community page is moderated, so you will receive a response, and potentially help from other community members.
If you originally got in contact with us through the conversation window, or you posted on the Community forum, this does not mean you have an open ticket. The steps described above therefore won't apply.