Finding and tracking your Springly support requests – Help Center

You've submitted messages or requests to Springly's support team. Here's how to find them and check their status.

Create an account
Access your requests
Track your requests

Create an account

To access your requests, you'll first need to create an account — or sign in if you already have one.

Go to the Help Center: in the footer menu, click Sign in (under "Other").

You'll land on the page shown below. If you've never created a Help Center account before, click Sign up.

Simply fill in your details on the next page.

You'll receive an email with a link to set your password. If you don't see it in your inbox, check your spam folder.

⚠️ Important: we recommend creating your Help Center account using the same email address as your Administrator account on Springly. This helps our team process your requests faster.
To check which address you're using, go to your platform, click your name (top left), then click My profile. Your email address will be displayed on the profile page.

Access your requests

Once signed in, you'll see your name in the footer, where Sign in used to appear.

Click your name, then select My activities.

Track your requests

Request status

The My activities page shows the full history of requests you've submitted to Springly's support team. For each request, you'll find:

the subject of your request;
its ID number;
its creation date;
the date of the last activity;
the status: Open, Solved, or Awaiting your reply.

If the status shows "Awaiting your reply", it means our support team has emailed you with a question. You can reply directly to that email or open the ticket to respond there.

Note: an updated last activity date may mean your request is being processed. In that case, you won't receive an email notification.

View request details and reply

To view your message, read through the conversation with support, get more details, or send a reply, simply click the subject line (shown in blue).

Once inside your request, you'll see:

on the left, the message you sent;
on the right, all the details about your request.

Below the message(s), you can choose to reply or close the request.

If you'd like to add more context, CC an email address, or attach a file, click "Add to conversation". Fill in the fields and submit.

If you've found the answer on your own in the meantime, click Mark as solved.

Note (1): if your request was just marked as "Solved", replying to it will reopen it.

Note (2): if you haven't received a response yet, there's no need to follow up. If your message appears in your request list, it means we've received it and our team will get to it as soon as possible.

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