# How to get help from Medvento: raise and follow a support ticket

> Raise a support ticket from the Medvento organizer app, attach screenshots, follow replies and understand ticket statuses and limits.

Source: https://medvento.com/docs/support/raise-a-support-ticket · Last updated: 2026-10-21

To get help from Medvento, open **Support** in the left menu, select **New ticket**, choose a category, write a subject and message, optionally attach screenshots, and select **Send ticket**. The Medvento team replies on the ticket, and everyone in your organization can follow it. You can also write to [support@medvento.com](mailto:support@medvento.com). Support always works, even when your plan has lapsed or your organization is suspended.

## Raise a ticket
<img alt="The New support ticket form with category, subject, event, message and attachments." src="__img0" />

| Field       | Rule                                                                                                                                      |
| ----------- | ----------------------------------------------------------------------------------------------------------------------------------------- |
| Category    | Required: Billing & plans; Payments & refunds; Events & registrations; Website & pages; Messaging (email/WhatsApp); Account & team; Other |
| Subject     | Required, up to 150 characters                                                                                                            |
| Event       | Optional. Pick the event the problem concerns                                                                                             |
| Message     | Required, plain text, up to 5,000 characters                                                                                              |
| Attachments | PNG, JPEG, WebP or PDF, up to 10 MB each, 5 per message. You can also paste a screenshot                                                  |

Each ticket gets a reference such as `SUP-` followed by 8 characters.

### Write a good ticket
* Say what you expected and what happened, and name the event or page.
* Add a screenshot of the error.
* **Never include passwords, card or bank details, or members' personal data.** The form only takes plain text, and everyone in your organization can read the ticket.

## Follow your ticket
<img alt="The Support page, which lists your organization's tickets and has a New ticket button." src="__img1" />

The Support page lists open tickets first, then resolved ones.

| Status                  | Meaning                                                           |
| ----------------------- | ----------------------------------------------------------------- |
| **Awaiting Medvento**   | You wrote last. Medvento owes a reply                             |
| **Awaiting your reply** | Medvento replied. The sidebar Support item shows a count of these |
| **Resolved**            | Closed                                                            |

Open a ticket to read the thread and add a **Reply**, with attachments. **Mark resolved** closes it. Replying to a resolved ticket reopens it. Medvento's replies are signed "Medvento Support", and yours show the author's email.

### Who sees tickets, and emails
* **Every member** of your organization sees all of its tickets.
* Only the **person who raised the ticket** gets email, for a reply ("Medvento replied") and for resolution. Other members must check the Support page.
* **Replying to the email does nothing.** Answer in Medvento.
* Medvento's team is alerted for every new message.

Medvento does not state a guaranteed response time.

## Limits
* 20 new tickets per organization in 24 hours, and 200 messages in 24 hours.
* The thread shows the latest 999 messages.
* Medvento's replies are text only.

## Privacy
Support tickets can hold personal data. They are included when someone asks for a copy of their data, with only their own messages and Medvento's replies, and never other members' messages. A person removed on request shows as "A member" to colleagues.

## Frequently asked questions
### How do I contact Medvento support?
Open Support in the organizer app and raise a ticket, or email [support@medvento.com](mailto:support@medvento.com).

### Can I attach a screenshot?
Yes. Attach PNG, JPEG, WebP or PDF files up to 10 MB each, five per message, or paste a screenshot.

### Does support work if my plan has lapsed?
Yes. Support is never blocked by a lapsed plan, a suspension or a messaging hold.

### Who else can see my ticket?
Everyone in your organization.

### Will I get an email when Medvento replies?
Yes, if you raised the ticket. Others should check the Support page.

## Next step
If your question is about paying, read [plan, billing and GST invoices](https://medvento.com/docs/billing/plan-billing-and-invoices).