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FAQs

Managing your SUPPORT Account and tickets.

Creating a SUPPORT Account

Your SUPPORT Account is created automatically after you submit your first enquiry. You will receive an email with instructions on how to set up your password.

Alternatively, you can create an account before submitting an enquiry:

  1. Go to the SUPPORT Site login page.
  2. Click Sign Up to SIDRA Support or the Signup link in the top navigation.
  3. Enter your full name and email address, then click REGISTER.
  4. Check your email for the activation link.
  5. Click the link and create a password for your account.

Logging In

  1. Go to the SUPPORT Site login page.
  2. Enter your email address and password.
  3. Click LOGIN.

Tip

Once you have a SUPPORT Account, you don't need to log in to contact us. Simply use the same email address in the Contact Form and your enquiry will be linked to your account.

Forgot Your Password?

  1. On the login page, click Forgot your password?
  2. Enter your email address and click RESET MY PASSWORD.
  3. Check your email for instructions on how to reset your password.

Viewing Your Tickets

Track and manage your support enquiries through the Tickets page.

  1. Log in to your SUPPORT Account.
  2. Click TICKETS in the top navigation bar.
  3. Use the dropdown to filter by:
    • All tickets
    • Open / Pending tickets
    • Closed / Resolved tickets
  4. Click a ticket to view its details.

Ticket Details

  • Left pane — shows the conversation history. The latest response is at the bottom. Use the reply field to respond to the agent.
  • Right pane — shows the assigned agent and allows you to update details like Customer ID or category. Click UPDATE to save changes.

Info

When an agent responds to your enquiry, you'll receive an email notification.

Additional Actions

Action How
Export tickets to Excel Click EXPORT TICKETS
Close a ticket Click MARK TICKET AS CLOSED
Copy someone on a ticket Click ADD PEOPLE and enter their email address

Editing Your Profile

  1. Log in to your SUPPORT Account.
  2. Click EDIT PROFILE in the top navigation bar.
  3. Update your name, title, phone number, or profile picture.
  4. Click SAVE CHANGES.

Changing Your Password

  1. Log in to your SUPPORT Account.
  2. Click EDIT PROFILE in the top navigation bar.
  3. Under CHANGE PASSWORD, enter your current password.
  4. Enter your new password twice.
  5. Click CHANGE PASSWORD.
  6. Log in again with your new password.