--- title: General Support Tickets Guide --- [![Breez Logo](https://help.gobreez.com/hs-fs/hubfs/Branding/Breez_Horizontal_Logo_Main.png?width=200&height=200&name=Breez_Horizontal_Logo_Main.png "Breez Logo")](https://gobreez.com) ![Breez](https://help.gobreez.com/hubfs/Branding/Breez_Horizontal_Logo_White_BG.svg "Breez") [Back to Help Center](https://help.gobreez.com/help-center?hsLang=en) # General Support Tickets Guide ## How to Submit a General Support Ticket Need help with a billing question, account issue, or other inquiry? Breez support tickets make it easy to get answers from our customer service team for any questions not covered by our specialized workflows. This guide explains when to use a general support ticket, how to submit one, and what to expect after you do. ## Can't Access Your Account? There's no password to forget. You sign in with a code we send you: - Go to [my.gobreez.com](https://my.gobreez.com) - Enter your email address and click "Email me a sign-in code" - Check your inbox and enter the code If you'd rather get the code as a text, choose "Text me a code instead" and enter your mobile number. If the code doesn't arrive (check your spam folder) or you don't remember which email is on your order, contact us at [support@gobreez.com](mailto:support@gobreez.com). ## Common Account Issues We Can Help With Use a general support ticket if you're experiencing any of the following: - Order not showing in your account after checkout - Email not recognized when trying to sign in - Request to merge two accounts - Request to change the primary account holder on an order When you submit your ticket, include your order number and any email addresses you may have used. ## When to Use General Support Tickets General support tickets are perfect for inquiries that don't fit into our other request types: - **Billing questions** - Payment issues, unexpected charges, refund inquiries - **Account issues** - Sign-in problems, email updates, profile changes - **Delivery questions** - Status updates, scheduling concerns, delivery timing - **Policy questions** - Terms of service, rental agreements, fee explanations - **Other inquiries** - Any question that doesn't fit the categories above ## When to Use a More Specific Workflow Before submitting a general ticket, check if one of these specialized guides better fits your situation: | If you need... | Use this instead | | --- | --- | | Help with a broken or malfunctioning product | Troubleshooting Guide | | To move your rental to a new room | Relocation Guide | | To transfer your rental to someone else | Transfer Guide | | To end your rental early | Early Termination Guide | These specialized workflows are designed to handle specific situations more efficiently and may resolve your issue faster. ## How to Submit a Support Ticket ### Step 1: Access Your Account - Go to [my.gobreez.com](https://my.gobreez.com) - Enter your email and we'll send you a sign-in code. There's no password. ### Step 2: Find Your Order Open the order related to your question. Under **Quick actions**, click "I need something else." ### Step 3: Fill Out the Form Complete the support ticket form with details about your inquiry. The more information you provide, the faster we can help you. ### Form Fields Explained | Field | Description | Required | | --- | --- | --- | | Subject | Brief description of your issue (3-100 characters) | Yes | | Priority | Urgency level: Low, Medium, or High | No (defaults to Medium) | | Description | Detailed explanation of your question or issue (10-800 characters) | Yes | ## Priority Guidelines Choose the priority level that best matches your situation: - **Low** - General questions, non-urgent requests, feedback - Example: "What are your rental terms for next semester?" - **Medium** - Standard inquiries that need attention but aren't time-sensitive - Example: "I have a question about a charge on my account" - **High** - Urgent issues that are actively affecting your ability to use your rental - Example: "I was charged twice and need this resolved before my next payment" **Note:** Selecting the right priority helps our team address the most urgent issues first. Please reserve High priority for genuinely urgent situations. ## What Happens After You Submit - **Confirmation** - You'll see a success message with a link to view your ticket - **Team Review** - Our customer service team reviews new tickets within 1-2 business days - **Response** - We'll respond through the ticket system (you'll also receive an email notification) - **Resolution** - Once your issue is resolved, the ticket will be closed ## Tips for Faster Resolution ### Write Clear Subject Lines Your subject line helps our team understand and route your issue quickly. | Instead of... | Try... | | --- | --- | | "Help" | "Question about my October billing charge" | | "Problem" | "Unable to sign in to my account" | | "Urgent!!!" | "Delivery scheduled for wrong date" | ### Provide Helpful Details in Your Description Include relevant information such as: - Your order number - Relevant dates (when the issue occurred, delivery date, etc.) - What you've already tried (if applicable) - Screenshots or error messages (describe them since attachments aren't currently supported) ### Choose the Right Priority Using the appropriate priority level helps ensure urgent issues get addressed quickly while keeping the queue efficient for everyone. ## Frequently Asked Questions **Can I attach photos or screenshots to my ticket?** Not currently. If you have relevant images, describe what they show in your ticket description. Our team may request you email images directly if needed. **How do I check the status of my ticket?** After submitting, you'll receive a confirmation with a View Ticket link. Keep that link — it's how you follow the conversation. We also email you when the team replies. **I have a product issue (not working, making noise, etc.). Should I use this?** For product malfunctions or technical issues, use our Troubleshooting Guide instead. That workflow is specifically designed to diagnose and resolve product problems. **Can I update or cancel my ticket after submitting?** Yes! Simply reply through the ticket system to add information or request cancellation. Our team will see your update. **I need to end my rental early. Is this the right place?** For early terminations, use our dedicated Early Termination Guide. That process handles early pickup scheduling and any applicable fees. ## Need Help? If you have questions about the support ticket process or need immediate assistance for an urgent issue, email us at [support@gobreez.com](mailto:support@gobreez.com). Our team is here to help with any questions about your Breez rental! ## Summary: Quick Reference ### Submitting a Ticket: - Go to my.gobreez.com and sign in with the code we email you - Open your order → Click "I need something else" under Quick actions - Enter subject (3-100 characters) - Choose priority (Low, Medium, High) - Write description (10-800 characters) - Submit ### Best Practices: - Use clear, specific subject lines - Include order numbers and relevant dates - Choose appropriate priority level - Check specialized guides first for product issues, relocations, transfers, or early termination Your questions matter, and we're here to help! ## Get Help Anytime! Still have questions? Our Engagement Team is here to provide you with immediate assistance. Start a conversation now to find the answers you need! 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