Using the support portal

You can browse the help centre and contact support without an account. An email link lets you view and reply to an individual ticket. Signing in is optional and lets you keep matching tickets together under My tickets.

Send a new request

Open Contact support.
If you are signed in, your name and email are filled in automatically. Otherwise, enter your name and an email address you can access.
In What can we help with?, give the problem a short, specific title, such as "Cannot open the minutes for our July meeting".
In Your message, explain what you tried, what happened and what you expected. Include the page name and any error wording.
Choose Send message. Wait for the confirmation, then check your email for a link to follow the ticket.

You can add files after opening the ticket. If the email does not arrive, check your junk or spam folder. Keep the original receipt: it includes the reference needed to request another access link.

Open your ticket from email

Open the ticket link in your email.
Choose View ticket on the confirmation page.
Read the conversation and enter any update under Reply.
Choose Send reply.

Each email access link can be used once and expires after seven days. If it has expired or already been used, expand Need a fresh link?, enter the ticket's email address and ticket ID from the original receipt, then choose Email a new link. The ticket reference may already be filled in.

You can also reply directly to a ticket email. Use Reply on the existing email so its reply address and conversation references are preserved.

Add an attachment

Open the ticket and use Attachments > Add a customer-visible attachment. Each file must be non-empty and no larger than 10 MB. Files are checked before they are accepted; executable files, scripts and some web file types are not supported.

Check that the file appears in the attachment list after uploading. Add a reply explaining what it shows. If an upload fails, note the error and tell support in the same ticket.

Remove unrelated resident information from screenshots. Do not upload passwords, payment-card details, sign-in links or access tokens. Anyone you share a ticket access link with can access that ticket, so keep it private.

Understand the status

Open: the request is active and awaiting support attention.
Waiting for customer: support has replied; check whether you need to answer a question or try a suggested step. The ticket view may show this as waiting.
Closed: the request has been closed. Choose Reopen ticket if you need more help with the same problem.

Choose Close ticket when the issue is resolved. If you have more information, reply there instead of creating another request for the same problem.

Keep your tickets together

Open My tickets, choose Sign in or create an account, and use your Our Stairwell account. Tickets matching your verified email address are automatically linked to your account, including requests sent before you signed in.