Following a request and replying to us

Every request you send us gets a reference, such as BBD-10482, and its own conversation.

Where to find your request

• Members: open Support in your member area. A dot marks a request with a new reply.
• Without an account: use the private link in the email we sent you. Anyone with the link can read the request, so keep it to yourself. If you have lost it, use Find my request and we will email you a new one. Links stop working after 60 days.

Replying

Please reply on the site, in the conversation. Replies sent to our emails are not read. You can attach images, PDF, Word, Excel or text files of up to 15 MB each, five at a time.

What the statuses mean

• Received: we have your request and it is waiting for a first reply.
• With the team: we are working on it.
• Waiting on you: we have replied and need something from you to continue.
• Solved: we believe it is done. Reply and it reopens.
• Closed: it has been solved for a while. A reply reopens it for a time; after that, your reply starts a new request linked to the old one.

When we reply

The confirmation page and email tell you when we aim to send a first reply. Our team works Barbados office hours, so a request sent in the evening or at the weekend is picked up on the next working day.