If a solution provided to you has not worked and the case has been marked as resolved, you can re-open it by replying to the case. Follow the steps below.
📌Note: If support has marked a case as resolved, you have 72 hours to reply and re-open it. After this period, if no reply is received, the case will be fully closed.
Log in to the Customer Success Portal.
Click View All Cases.
Click on the case which has been set as Solved.
Add Comment.
⚠️Important: Please do not open a new case, as this will not notify the analyst who handled your original case and may cause a delay in resolving your issue.