Open a ticket

How to tell support what is happening and what to include so they can help you faster.

A ticket is your message to support. It is saved with a number so you can follow it.

Before you start

You need a Duxels account with a verified email. If you do not have one, see how to create it. If your email is not verified, support tells you and takes you to your account.

Steps

1. Go to support.duxels.com/new. You can also press "New ticket" in your ticket list.
2. Sign in if it asks you to.
3. Fill in the form "Tell us what is happening".
4. Press "Send".

When you send, you land on your ticket page, with its number.

The form

• Subject. A short sentence that says what it is about. Up to 160 characters.
• Product. Optional. Pick the product from the list, or "Not sure / other".
• Message. Tell us what is happening. You see how many characters you have used; the maximum is 8,000.

Under the form it says that we will answer on support.duxels.com and that your name and email come from your account.

What is useful to tell us

• What you were doing when it happened.
• What you expected to happen and what actually happened.
• The name of your page, if it is a WebSaite one.
• The date and the amount, if it is about a payment.
• What the error message says, if there is one.

The clearer it is, the faster we can help you.

What not to write

Do not write your password, your security codes or your card details. Nobody at Duxels will ask you for them.

The form is text only: for now it does not let you attach files. Describe what you see.

If it will not let you send

• If it says you reached today's ticket limit, try again tomorrow.
• If it says to write something, check that the subject and the message are not empty.
• If it says the text is too long, shorten it.

If your problem already had a ticket

Open a new one from the closed ticket, with "Open a new one". The new one is linked to the old one. See Ticket states.

Reviewed on October 23, 2026