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Update a case

  • Artigo

Log in to the Microsoft Advertising Customer Support Portal to update your case, view all your cases, check the cases where you've been copied, close or reopen cases, and add comments or attachments.

View a case

To view an existing case:

  • In the top-left corner of the portal home page, select the My cases link, which displays the following:
    • My Cases - Displays all your open cases.
    • CC Cases - Displays the cases where you are copied.
  • When you select a case tab, a list of matching cases will appear, sorted by the date opened in ascending order. Each case will display the case number, status, subject, and the date and time of creation.
  • Select any case to view the complete case details, including comments and attachments.
  • You can also see the number of closed cases.

Add a comment

To add a comment on any of your cases:

  • In the top-left corner of the portal home page, select the My cases link, which displays a list of all the open cases and the cases on which you are copied.
  • Select the case where you want to add your comment.
  • In the bottom pane, add your message in the chat window and select the Enter button to submit your comment.
  • The new comment will appear in the case message thread, and you along with any email addresses you’ve added as CC will receive an email notification of the comment.

Add an attachment

To add an attachment to a case:

  • In the top-left corner of the portal home page, select the My cases link, which displays a list of all the open cases and the cases on which you are copied.
  • Select the case where you want to upload the attachment.
  • In the bottom pane, select Upload to attach the file to the case.

Close an open case

To close an Active case:

  • In the top-left corner of the portal home page, select the My cases link, which displays a list of all the open cases and the cases on which you are copied.
  • Select the case you want to Close.
  • On the top right corner of the page, select Close case. The case status updates to Closed, and the button changes to Re-open case.

Re-open a closed case

To Re-open a Closed case:

  • In the top-left corner of the portal home page, select the My cases link, which displays a list of all the open cases and the cases on which you are copied.
  • Select the case you want to Re-open.
  • On the top right corner of the page, select Re-open case. The case status updates to Reopened, and the button changes to Close case.

Note

Add a comment to explain the reason for reopening the case.