# Support tickets

> Opening a ticket about an order, an account, selling or a product, how answers reach you, and help when you can't sign in.

Help with an order, your account, selling or a product is a support ticket: a conversation with UpFork, on the site,
answered there and by e-mail.

## Opening a ticket

Sign in and open [Support](https://upfork.dev/support), then **Open a ticket**. You can also start from where the problem is: an order's
**Get help with it**, or the page of a product you have.

- **Topic:** Orders and payments, Account and sign-in, Selling and payouts, A product I have, Something broken on
  UpFork, or Other.
- **Subject and message:** a subject of 3 to 140 characters, and what happened, up to 10,000.
- **Files:** PNG, JPEG, WebP, GIF, PDF or ZIP, up to 10 MB each and 5 a message. They're scanned for viruses.

You can open up to 5 tickets a day and send up to 30 messages an hour.

## Answers

Every ticket has a number, like `UPF-10427`, and a state: Waiting for UpFork, Answered, Resolved or Closed.

- Every answer reaches you on the site and by e-mail, with the reply in the e-mail. Reply on the site: an answer to the
  e-mail doesn't reach the ticket.
- When it's sorted, close it yourself (**It's sorted**), or UpFork marks it resolved and asks whether it helped.
- Replying to a resolved ticket reopens it, for up to 14 days. A resolved ticket nobody replies to closes after 7 days.
- About a developer's product, UpFork can bring the developer into the ticket: their answers carry a Developer tag.

## Can't sign in?

The [support page](https://upfork.dev/support#cant-sign-in) has a form for that, with no sign-in needed. Give your account's e-mail, type
the 6-digit code it receives (it works for 15 minutes), and describe the problem: it opens a ticket that UpFork looks at
first.

## Other ways

Developers answer the tickets they're brought into in their developer panel, under **Buyers' tickets**. For anything
else, the [contact page](https://upfork.dev/contact) lists UpFork's addresses.

Page: https://upfork.dev/docs/support