# Contacting support from the dashboard

> How to write to ZRAZU support from the dashboard, email or Telegram, what to include in a request, how to follow the reply and what support never does.

URL: https://zrazu.com/en/docs/account-support/

All your requests are collected under "Requests". It is one thread across all channels: write by email, Telegram or the dashboard chat — the whole conversation gathers in one place, and you can reply from wherever suits you.

## Where you can write from

- **Dashboard chat** — the "New request" button at the top of the section.
- **Email** — a message to the support address from your account's email.
- **Telegram** — the bot linked via a one-time link from the dashboard.
- There's no phone line: we can't verify your identity by phone and won't try.

## A new request in the dashboard

1. Open "Requests" and click "New request".
2. Choose a topic: "Domain and DNS", "Mail", "Money and documents", "Sign-in and access" or "Other".
3. If needed, choose the domain it concerns.
4. In "What happened", describe the domain, what you see and what you expected. At least one sentence.
5. Attach a screenshot or document with "Attach a file": up to 5 files at once, no more than 10 MB together. We don't accept executable files.
6. Click "Send".

The request gets a number. The list shows its state: "received", "in progress", "waiting for you" or "closed". The "Open", "Closed" and "All" filters help you find what you need.

## When we reply

A regular question — by the end of the next working window. The reply time for a specific request is shown in the list.

## What support doesn't do

Changing the owner, changing name servers, issuing a transfer code and withdrawing money — only you, in the dashboard. If you ask for such a thing by email or in Telegram, we answer with a "confirm in the dashboard" link: that way nobody can do it in your name. Never send passwords, app codes or backup codes to anyone — not by email, not in a chat.

## If it didn't work

- **"No more than 5 files at once"** / **"Files together — no more than 10 MB"** — attach fewer files or compress them.
- **"The request was closed long ago — create a new one"** — you can't reply to the old one; open a new request.
- **"Too many requests"** — wait a little and try again. If it's urgent, write by email.
- **"Enter the email to reply to"** or **"Check the account email"** — make sure the email in your profile is correct and confirmed.