Track a Support Ticket
How to open a ticket from the dashboard, what each status means, what you see in the timeline, and what support needs to know to solve it quickly.
Updated on
Anyone with a Nivo account opens and tracks tickets from the dashboard itself: Support, in the sidebar. Anyone without an account can write via the open form.
Open a ticket
- In Support, click New ticket.
- Choose the Subject type:
- Refund — request to return a reload (requires selecting the purchase).
- Billing or subscription — question or problem with payment and plan.
- Technical issue — something doesn't work.
- Tool or content — question about what a tool generated.
- Account or access — login, email, profile.
- Other subject.
- Write the Subject and Description. The description is required.
- Click Create ticket.
The confirmation is direct: "Ticket created successfully. Our support team will review it."
The statuses
The My tickets list shows the ID, subject, status, and date. The possible statuses are:
| Status | What it means |
|---|---|
| Open | Received, not yet reviewed. |
| In review | The team is looking at it. |
| Approved | Request accepted; execution is underway. |
| Rejected | Request not accepted, with reason recorded. |
| Refunded | The chargeback was executed. |
| Closed | Issue resolved. |
Clicking View opens the Ticket Details (category, date, description), the Financial Summary when applicable (purchase, requested amount, approved amount, refund ID on Stripe), and the Timeline, with the most recent events first.
What to expect
- Tracking is read-only: there's no field to reply, comment, or reopen a ticket from the dashboard. The support team moves the status, and each change is recorded in the timeline.
- There is no promised response time. We prefer not to announce a number we can't guarantee. The only deadline that exists in the product is 7 days to request a reload refund.
To get your ticket resolved faster
Tip: say what you expected and what happened, in that order. "I clicked Abracadabra in the audio block and got an error; the balance dropped from 480 to 460" resolves faster than "it doesn't work".
Tip: include the exercise name, the tool, and the approximate time. That way the team finds the exact generation record.
Tip: for refunds, choose the right reload in the list and you don't need to calculate the value — leaving the field blank, the request already considers the refundable amount of the purchase.