> ## Documentation Index
> Fetch the complete documentation index at: https://docs.extractoseum.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Support and claims

> How to open a support ticket at EXTRACTOS EUM®, attach evidence (photos), follow up on the conversation, and respond to a seizure notice from the app.

> 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

1. From your order or from **Support**, create a **ticket** describing the problem.
2. **Attach evidence** (photos of the product, the label, the CVV, the payment receipt).
3. 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](app-y-notificaciones.md)).

## 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](verificar-producto.md).
* **Problem with a payment or invoice:** include the folio number/amount/date. See [Payments](pagos.md) and [Invoice](factura.md).
* **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.

*Verified against the production system (2026-08-01).*