Every request has a tracking page. Open it from the link in the confirmation email or SMS, or, if you’re signed in, from My requests at the top of the portal.
The page shows the ticket number, where the repair is up to, notes from our technicians, and the estimated completion date once one is set.
Stages
- Waiting for Device: we’re expecting the device to arrive, or to collect it.
- Device Received: it’s with our technicians.
- Under Repair
- Quality Assurance: the repair is being checked.
- Complete: ready for collection or on its way back to you.
We email you, and text you if we have a mobile number, each time the request moves to the next stage. Updates arrive within about an hour of the change.
When the repair is complete, the tracking page shows where to collect the device and a short survey about how we did.
Seeing all of your organisation’s requests
Sign in (see How To - Sign in) and open My requests. You’ll see every request logged for your organisation, with its ticket number and current stage.