EUM support works through tickets: you open one, attach evidence, and follow up in a single thread. Nothing gets lost in scattered chats.
Opening a ticket
- From your order or from Support, create a ticket describing the problem.
- Attach evidence (photos of the product, the label, the CVV, the payment receipt).
- Submit. You receive a confirmation and can follow the conversation.
Following up
Each ticket is a thread: you add messages, see the team’s replies and the status. We notify you when there are updates (notifications).Common cases
- Product that does not verify (invalid/duplicate/revoked CVV): attach a photo of the code — it helps detect counterfeits. See How to verify your product.
- Problem with a payment or invoice: include the folio number/amount/date. See Payments and Invoice.
- Seizure notice: if you receive a notice related to a seizure, you can respond from the app with your evidence in the same ticket flow.