Follow a request and understand retention
Email replies, account conversations and common retention periods.
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Receive a reply
Public-request replies go to the supplied address. Check spam and address accuracy. The form receipt does not certify email reply delivery.
Reply to the team
Reply by email and retain the case reference. The team manually records relevant email replies in support management; instantaneous automatic mailbox import is not provided.
No public inbox
A public reference does not show messages or operational status. The dashboard shows the retained account conversation, separate from public requests.
Inactivity closure
After seven days without new activity the team receives an internal warning; after fifteen the conversation closes technically. Reading or assigning it does not renew these deadlines.
Same rules for both channels
Public requests and account conversations share ordinary deletion 180 days after closure. Spam expires at the earlier of ordinary expiry and 30 days after its first marking. Authorized team members can extend a closed non-spam case by 30 days at a time, up to 180 additional days per cycle; an extension cannot recover an already expired case.
When a case can resume
Before expiry and deletion freeze, genuine new activity can restart the cycle. Administrative reopening alone does not reset retention and is not always permitted.
Deleted account history
Retention applies to the entire conversation, not individual messages. When it is removed, the account remains usable unless being deleted; retries do not reconstruct history.
Start a new case
After deletion or an expired attempt, explicitly start a new contact through the available flow. An old command does not prove a new request was created.
Automatic deletion
There is no individual ticket-deletion request button. Case data follows retention; account deletion instead uses authenticated Profile and its own process.