Click “Talk to Frank” on the left hand sidebar of the platform.

Find the closed case you want to reopen by clicking the ‘Closed’ button to show only closed tickets.

Before reopening a closed case, you must leave feedback. Choose the emoji which best represents your experience with your request, and add some written feedback if desired. Click ‘Send feedback’.

Click the text saying ‘Your issue still not resolved? Reopen issue.’

Choose a reason for reopening the request, and then click ‘Reopen my issue’. Then, send a message describing the issue you are still experiencing.

The request will be opened again, and our Customer Success team will be in touch within one working day.