A previously closed case may be re-opened if an issue has not been resolved or if a case was closed by accident. For the case to be re-opened, all new supporting information demonstrating that an issue has not been resolved should be supplied to Product Support within 30 days of case closure. Without this information, the case will not be re-opened. 

NOTE

  • For cases closed more than 30 days, contact Product Support, or create a new case so supporting information can be supplied. 
  • Ensure you provide supporting information demonstrating the issue has not been resolved. 

You have two options to re-open a case

My Support Portal

  1. Login to the Support Portal. You will automatically be directed to the My Support Cases page.
  2. Click the Closed Cases tab
    • A close up of the My Support Cases page on the Support Portal. A large orange arrow points to the Closed Cases tab.
  3. Click on the case that you want to re-open
  4. From the case page, you should see a button that says Request to Re-open. (If you don't, it is likely because the case has been closed for more than 30 days. In that circumstance, you will need to contact Product Support or create a new case.) 
    • A screenshot of a closed case in the Support Portal. A large orange arrow points to the Request to Re-open button.

Contact Product Support

  1. Call Product Support.