# How to open a ticket that is solved on the first reply

> Six pieces of information that remove the back and forth — and the one thing never to send.

## What you will get

A reply that solves it, instead of a reply that asks questions.

**Most of the delay in support is not analysis: it is back and forth asking for
information.** Sending the six things below at once makes that time disappear.

## The six pieces of information

**1. What you were doing.** One sentence, in your own words. *"I tried to issue
the boleto for Maria's instalment 3."*

**2. What you expected and what happened.** *"I expected the boleto and the page
reloaded without saying anything."*

**3. The enrolment, student or instalment number.** That is what allows the exact
case you are seeing to be opened. The enrolment number is at the top of its
screen.

**4. The approximate time.** It helps locate the record of what happened. *"Today,
around 2:30 pm."*

**5. A screenshot of the whole screen**, with the error message visible. The whole
screen, not just the part with the error — the rest usually says more.

**6. Whether it always happens or happened once.** It completely changes the line
of investigation.

## What never to send

**Never send a password.** Not yours, not a student's. No support team needs it,
and anyone who asks is not support.

If getting into an account is genuinely necessary to investigate, there is a
proper route for that which does not involve anyone knowing your password.

## Before opening

Two minutes that sometimes save two days:

- **Look for the symptom in the problem index.** A good share of cases already
  have a diagnosis written.
- **Reload the screen and try once more.** If that fixed it, say so in the ticket —
  "it only worked on the second attempt" is useful information.

## A ready-made template

> **What I did:** tried to approve the contract for João Silva, enrolment
> MAT2026000123, on the Pending Signatures screen.
>
> **What I expected:** the contract to be marked as signed.
>
> **What happened:** the message "Contract cannot be signed at this time"
> appeared.
>
> **When:** today, 5 August, around 10 am.
>
> **Always or once:** tried three times, same result.
>
> **Screenshot attached.**

A ticket like that tends to come back solved, not with questions.


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https://edupay.estudiosite.com/en/ajuda/troubleshooting/how-to-open-a-ticket
2026-08-05