# Notifications and tickets

> How the platform reaches you and how to reach a human\.

*Guides → Using the site*

Operational state is delivered in your account first and by email second\, so a blocked mailbox never hides an entitlement change\.

## Opening a good ticket

1. **Start from Support** — Open [Support](/support) so the ticket is attached to your identity automatically\.
2. **Include the order reference** — It is the one identifier support needs\. It is visible in [Account → Orders \& billing](/account/orders)\.
3. **Describe the observed state** — What you expected\, what the workspace shows\, and the exact message text\.
4. **Never include secrets** — No passwords\, no License secrets\, no MFA codes\, no wallet seed phrases\.

> **SUPPORT WILL NEVER ASK FOR A SECRET** — Any message requesting your password\, seed phrase\, MFA code or full License code is fraudulent\, regardless of how it is branded\.