Contacting support
A question, a problem? Open a ticket from the client area: the whole conversation stays in one place, and you are notified by e-mail for each answer.
Opening a ticket
- In the client area, open the Support menu, then New ticket. From a panel's page, the Open a ticket link preselects it.
- Give a subject, choose the category (Technical problem, Billing and payment or Other question) and the panel concerned if there is one.
- Write your message, then Send the ticket. An e-mail confirms we received it.
For a quick answer, give the panel and server concerned, what you did, since when, and the exact error message (copied from the console). Attachments are not supported: for a screenshot, paste a sharing link.
Never send a password in a ticket. Nebus will never ask you for one.
Following a ticket
| Status | Meaning |
|---|---|
| Waiting for Nebus | Your message has arrived: it is our turn to answer. |
| Answer received | We have answered: your turn to read, and to reply if needed. |
| Closed | The request is solved. |
When an answer arrives, you receive an e-mail that includes it, and a counter appears next to Support in the menu. Reply from the client area: replies to the e-mail (sent from no-reply@nebus.fr) are not read.
Closing or reopening
- Close the ticket once your request is solved. Replying in a closed ticket reopens it.
- A ticket in Answer received without a new reply from you for 14 days is closed automatically. You can still reopen it by replying.
- You can have up to 5 open tickets at the same time.
By e-mail
If you can no longer sign in to the client area, write to contact@nebus.fr from your account's e-mail address.
Your tickets and your data
Your tickets are kept as long as your account exists. They are included in the export of your data and erased with your account (see Your account).