From Help, click New ticket and fill in a subject, a category (Billing, Technical, Question, or Other), and a description of what's going on. You can attach files to a ticket, both when you open it and in any reply afterward.
A ticket moves through three states: Open (we've got it, haven't started yet), In progress (we're actively working on it), and Resolved (we consider it handled). You'll see replies in a running thread on the ticket, and you can reply back at any time while it's still open or in progress — your draft reply autosaves as you type.
If a ticket gets marked Resolved and it turns out you need more help on the same issue, you can reopen it yourself within 7 days of it being resolved — you'll see a Reopen button on the ticket while that window is open. After 7 days, reopening it yourself isn't available, but you can still open a fresh ticket, or ask us to reopen it for you.