Opening and managing your Support cases
=======================================

You can open and manage your support cases on the [Support site](https://support.ringcentral.com ""). Access current case status, escalate cases if needed, or reopen them for further assistance.

Opening a case
--------------

* Go to the [Support site](https://support.ringcentral.com "").
* Hover over **Contact us** (a) at the top right, then click **Submit a case** (b).
* Click **Sign in** .

  ![](https://assets.ringcentral.com/content/dam/xml-assets/sf-migration/en_US/RC_US/RingCentral_MVP/4362/images/1a-Submit-a-case.png)

* Sign in using your <var class="keyword">
  <div style="display: inline;">
  RingCentral
  </div></var> credentials. If you're already signed in, click **Continue as**.
* Your first and last name, email address, and phone number on your account will appear after you sign in.
* Select your **Time zone** from the dropdown.
* Click **Next**.
* Choose your **Product** and **Category** from the dropdowns. If you have a multi-site account, select the affected **Site**.
* Add a subject for your case to summarize your issue. Be specific.
* Add a detailed description of your issue. If the issue happened on the web, include your browser and operating system. The description needs to be at least 50 characters.
* Click **Next** .

  ![Add or drop files to support your case](https://assets.ringcentral.com/content/dam/xml-assets/sf-migration/en_US/RC_US/RingCentral_MVP/4362/images/2-Case-info.png)

* The following screen will provide a list of articles that may answer your question or issue based on your description. After reviewing the suggested articles, click **Next** to continue. Click **Cancel case** if you no longer need help. Click **Back** if you need to revise any information.
* Upload or drag and drop any files that could be helpful for your case.
* Click **Next** to submit your case.

Your case number will show up on the next page and can be copied to your clipboard. You should receive a response within 48 hours, most likely by phone if you entered your phone number. Your case will close if the agent receives no response within 48 hours of their first response. Click **View case** to add comments to the case details.

Checking your case status
-------------------------

* Click the **Person** icon at the top right.
* Go to **My case portal** .

  ![Click My case portal](https://assets.ringcentral.com/content/dam/xml-assets/sf-migration/en_US/RC_US/RingCentral_MVP/4362/images/3-My-case-portal.png)

* All cases you've submitted are listed here. Click an entry in the list to access the details.

Click **Create a case** to start a new inquiry. You can also escalate your case for immediate attention and resolution 48 hours after your initial submission. Once you escalate your case, you'll be notified that your ticket has been transferred for further investigation.

Reopening a case
----------------

If you have an unresolved ticket that was closed, you can reopen the case.

* Go to the [Support site](https://support.ringcentral.com "").
* Click the **Person** icon in the upper right corner..
* Click **Sign in**.
* Go to **My case portal**.
* Click the case you want to reopen to view its details. If you don't see your case listed, click **View all** to see a complete list.
* Click **Reopen** .

  ![](https://assets.ringcentral.com/content/dam/xml-assets/sf-migration/en_US/RC_US/RingCentral_MVP/4362/images/ReopenCase1.png)

* Select an option under **Reason for reopen** from the dropdown. This field is required.

  ![](https://assets.ringcentral.com/content/dam/xml-assets/sf-migration/en_US/RC_US/RingCentral_MVP/4362/images/ReopenCase2.png)

* Enter additional details in the box beneath the reason.
* Click **Submit** . Your case status will change to **Reopened** .

  ![](https://assets.ringcentral.com/content/dam/xml-assets/sf-migration/en_US/RC_US/RingCentral_MVP/4362/images/ReopenCase3.png)

**Additional resources**  
[Navigating the My account page](https://support.ringcentral.com/article-v2/Navigating-the-MyRingCentral-interface.html?brand=RingCentral&product=RingEX&language=en_US "")