Track your ticket and reply to us
What each ticket status means, how to read the thread, how to reopen a resolved ticket, and what guests can do.
Find your tickets
- 1Sign in, then open nertz.app/help/tickets.
- 2Every ticket you have opened is listed with its reference number and current status.
- 3Tap one to read the whole thread, add a reply, or attach a file.
Good to know
Guests cannot sign back in to a ticket. Keep the reference number, and reply to any email we send you about it, or open a new ticket and quote the number.
What the statuses mean
- Open: we have it and it is in the queue or being worked on.
- Waiting on you: we have replied and we need something from you, an answer, a screenshot or a confirmation.
- Resolved: we have done what the ticket asked for. Reply and it reopens.
- Closed: finished and tidied away, usually after a resolved ticket has been quiet for a while. You can still reopen it by replying.
Replying and reopening
- 1Open the ticket, type your reply in the box at the bottom, and send it.
- 2Add a screenshot or file if it helps.
- 3A resolved or closed ticket reopens automatically when you reply, so you never have to start again.
Common problems
Common problems
I cannot see my ticket.
Tickets are attached to the account that opened them. If you wrote in as a guest, or from a different account, it will not appear in your list. Open a new ticket quoting the reference number.
I lost my reference number.
It was shown when you sent the ticket and emailed to you when we could reach your address. Search your mailbox for "NZ-" and if you still cannot find it, open a ticket and tell us roughly when you wrote in.
I did not get an email about the ticket.
We can only email an address that is registered on the app, and guest addresses are not always reachable. The reference number on screen is always your record, and "My tickets" holds the thread when you are signed in.
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Where to go next
Still need help?
Tell us what happened and a person will read it. You will get a reference number, and the reply comes back in the same thread. If you would rather write from your own mailbox, support@nertz.app reaches the same place.