> For the complete documentation index, see [llms.txt](https://help.hydravision.ai/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.hydravision.ai/products/support/support-tickets.md).

# Support tickets

Ask Hydra support for help, follow the conversation, and close the ticket when it is sorted

### Who this page is for

You need help from the Hydra team: the EA isn't doing what you expect, something on the website isn't working, you have a licence or payment question, or you want to suggest an idea. A support ticket keeps the whole conversation in one place, and you get an email each time we reply.

***

### Open a ticket

1. In the portal, go to **Dashboard > Tickets**.
2. Click **New ticket**.
3. Under **What is it about?**, choose one:

| Choice                       | Use it for                                                  |
| ---------------------------- | ----------------------------------------------------------- |
| **Problem with the EA**      | The EA isn't trading or behaving as expected on an account. |
| **Problem with the website** | Something on the dashboard or portal isn't working.         |
| **Licence or payment**       | Licences, payments, subscriptions and refunds.              |
| **General help**             | Setup, settings, strategy, or Hydra Agent and your VPS.     |
| **Suggestion**               | An idea to make Hydra Vision better.                        |

4. Fill in the fields that appear. They depend on your choice:
   * **Problem with the EA:** pick the account. We automatically include the EA version and settings that account last reported. You can also add when it happened, and the setfile name or fingerprint.
   * **Problem with the website:** pick where on the website, and optionally the page or screen. We include your browser details to help us reproduce it.
   * **Licence or payment** and **General help:** pick what it's about.
5. Add a short subject and describe what you need. For a problem, say what you did, what you expected and what happened instead. For an EA problem, include the symbol and anything you noticed in the MetaTrader Journal.
6. Click **Send ticket**.

{% hint style="warning" %}
Never put passwords, licence keys or payment details in a ticket. We will never ask for them.
{% endhint %}

***

### Following your tickets

**Dashboard > Tickets** lists your tickets, with **Open**, **Closed** and **All** tabs and a search by ticket number or subject. Click a ticket to see the whole conversation and reply in the box at the bottom. Replies are plain text; links are fine.

Each ticket shows where it stands:

| Status                                           | What it means                                                                                                |
| ------------------------------------------------ | ------------------------------------------------------------------------------------------------------------ |
| **Received**                                     | We have your ticket and will reply soon.                                                                     |
| **In progress**                                  | Our team is looking at it.                                                                                   |
| **Waiting for you**                              | We need a reply from you to carry on. If we don't hear back within 14 days, the ticket closes automatically. |
| **Fix in progress**                              | We've confirmed the problem and a fix is being worked on. We'll update the ticket when it's released.        |
| **Under review** / **Planned** / **Not planned** | For suggestions: being considered, on our plan, or not being taken forward for now.                          |
| **Resolved**                                     | We think it's sorted. See below.                                                                             |
| **Closed**                                       | The ticket is finished.                                                                                      |

***

### When we think it's resolved

A resolved ticket asks: *Does everything work now?*

* **Yes, it's sorted:** we close the ticket.
* **No, I still need help:** the ticket reopens, and you can tell us what's still wrong.

A closed ticket can't take new replies. To carry on, open it and click **New ticket**: the new ticket starts as a follow-up and names the old ticket number.

***

### When we need your logs

If we need logs from your VPS to diagnose a problem, you choose how to share them:

* **Fetch them yourself:** on the **Agents** page, click **Logs** on the account, tick **Warnings and errors only** and click **Get log**. Click **Copy** and paste the lines support needs into a reply. Tickets don't take attachments, and a reply holds up to 5,000 characters, so send the relevant lines rather than the whole log.
* **Give Hydra support access:** on the **Agents** page, click **Give support access…** and pick the ticket. Support can then see your Agents page and fetch logs, but never send commands or close positions. Access ends when support closes it, when you revoke it, when the ticket closes, or after 7 days. See [Hydra support access](/products/agents-page/the-agents-page.md#hydra-support-access).