# Writing to support

The **Support** section, at the bottom of your client area's menu, brings together your conversations with our team. We reply in the space and by email.

## Writing a new message

1. Open **Support** and click **New message**.
2. Give a **Subject**, if you wish: otherwise, the first line of your message stands in for it.
3. Write your **Message** and add your **Attachments**.
4. Click **Send**.

Your message joins your account's file straight away, with everything already exchanged.

## Attachments

* up to **10 files** per message;
* **10 MB** per file, **25 MB** in total.

A screenshot, a PDF or an attached document helps our team understand first time. Images and PDFs open directly in your browser, and other files download.

## Following your conversations

The list shows each conversation with the date of its last update and its status:

| Status          | What it means                |
| --------------- | ---------------------------- |
| **Sent**        | your message has reached us  |
| **In progress** | our team is on it            |
| **Replied**     | a reply is waiting for you   |
| **Closed**      | the conversation is finished |

Open a conversation to read the whole exchange and reply to it. You can reply at any time, even once the conversation is closed: your reply is added to its history.

## Conversations shared with your team

Conversations belong to the account: the owner, managers and operators see all the account's conversations and can reply to them. In a conversation, your team's messages are signed **You**, and our team's **Simafri**.

## Writing by email

You can also write to <support@simafri.com>, preferably from your account's address, so that our team recognises you straight away.

## Describing your request well

For a precise answer first time, include:

* the service concerned: the site, the domain, the server or the email address;
* what you did, and what you observed;
* the proforma or invoice number, for a payment question;
* a screenshot of the message shown, if there is one.