How do I lodge a support ticket?
Refuel uses HubSpot Service Hub to manage and resolve customer support requests. This guide will walk you through finding self-help resources, raising new tickets, and tracking existing requests.
Search the Help Centre
Before submitting a ticket, we may have already answered your question in our Help Centre! Read about searching our Help Centre.
Live chat & instant assistance
We offer AI and human live chat support. Read about our live chat here.
Lodging a new ticket
You can lodge a new ticket from the live chat, or using these instructions. Read about lodging a new ticket.
Viewing and managing your tickets
After you've submitted your ticket, you can monitor it in our customer portal. Read about managing tickets here.
Best practices for faster resolution
- Search first: Always check the Help Centre before raising a ticket. We're always adding to it!
- Provide clear details: Steps, URLs, screenshots, and desired outcomes help us move quickly.
- Choose the right priority: Reserve “High” for blocking issues. Follow high tickets up with a phone call.
- Stay responsive: Watch for email alerts and portal notifications. Quick replies shorten resolution times.