Tracking your support cases

Where cases come from

A case opens whenever something needs following up: a ticket you submitted, a chat handed to our team, a disputed charge, a reported trip issue, a host no-show, or a report about another user. Each one gets a number like FC-7K2QP4: FC, then six letters and digits. When you quote it back to us, spacing and capitals do not matter.

Following one

Your cases are listed under My cases on the support page, newest first, each with a status.

• We're on it. With us. Nothing needed from you.
• Waiting on you. We asked something and the case is paused until you answer.
• Resolved or Closed. Finished.

Open a case to see the whole history, the trip it is attached to, and how long we have said we will take to reply.

Replying

Reply to any email about a case and your message lands in that case. You can also write on the case page. Both reach the same people and stay in the same history.

If a case goes quiet

Add a reply to the existing case rather than opening a second one, which splits the history in two. Quote the FC number in any chat, email, or call and we will have the full record in front of us.