# Manage support requests for platform and sub-entities

You can create and manage support requests for your platform and sub-entities directly from the Dashboard. Sub-entities cannot raise support requests themselves, so you raise requests on their behalf as the platform.

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## Create a request

1. Sign in to the [Dashboard](https://dashboard.checkout.com/).
2. Select the _Support menu_ in the top navigation bar, and then select _Request support_.
3. On the _Request support_ page, select the topic of your request.
4. Select the relevant _Entity_ and who the request is for.
5. Enter the required information and select _Submit request_.

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## View support requests

The _Support requests_ page lists all support requests created by you or shared with you. To access this page:

1. Sign in to the [Dashboard](https://dashboard.checkout.com/).
2. Select the _Support menu_ in the top navigation bar, and then select _View requests_.

The page lists all support requests in a table with the following columns:

- _Request ID_ – The unique identifier for the request.
- _Sub-entity_ – The associated sub-entity, if provided in the request.
- _Subject_ – The subject of the request.
- _Status_ – The current status of the request:
  - _Open_ – A Checkout.com support agent is handling the request.
  - _Awaiting your reply_ – The agent has replied to your request and is awaiting your response.
  - _Resolved_ – The request is marked as resolved. If you still need help, you can reopen it within 7 days of its resolution.
  - _Closed_ – The request is closed. We close all resolved requests automatically after 7 days if you do not reopen them.
  - _Requester_ – The name of the person who created the request. This column only displays when you select the _Shared with me_ tab.
- _Last updated_ – The date and time the request was last updated.

On this page, you can:

- Filter requests by date, entity, or status.
- Switch between the _My requests_ and _Shared with me_ tabs to view requests created by you or shared with you.
- Create a new request by selecting _Request support_.

Selecting a request opens the _Request summary_ page, where you can view the full request details.

Request details include:

- _Entity_ – The entity associated with this request.
- _Sub-entity ID_ – The ID of the relevant sub-entity, if provided in the request.
- _Created on_ – The date and time the request was created.
- _Last updated_ – The date and time the request was last updated.
- _Requester_ – The name of the person who created the request.
- _Others notified_ – The names of the people the request is shared with.

The _Request summary_ page includes a reply text box, where you can also upload files or supporting documents.

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## Reopen a request

If an agent marks your request as resolved but you still need help, you can reopen it within 7 days of its resolution. We assign a new agent to the request so that you can continue the conversation.

> **Information**
>
> You can reopen only the requests you created. If someone else created the request, ask them to reopen it.

To reopen a resolved request:

1. Sign in to the [Dashboard](https://dashboard.checkout.com/).
2. Select the _Support menu_ in the top navigation bar, and then select _View requests_.
3. Select the request you want to reopen.
4. Select _Reopen request_.
5. In the confirmation dialog, select _Reopen_.

The request reopens and its status changes to _Open_.

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## Create a follow-up request

We close all resolved requests automatically after 7 days if you don't reopen them. After a request closes, you can create a follow-up request to raise any related issues.

To create a follow-up request:

1. Sign in to the [Dashboard](https://dashboard.checkout.com/).
2. Select the _Support menu_ in the top navigation bar, and then select _View requests_.
3. Select the request.
4. Select _Create follow up request_.
5. On the _Create follow up request_ page, provide the required information. You can also upload files or supporting documents.
6. Select _Submit_.

We create the follow-up request. You can no longer reply to or reopen the original request.