Resolving an issue depends on the type and severity level of the incident. Issues that are related to connectivity with CEQUENS are resolved within 12 hours. Operator/provider issues are resolved within 48 hours (subject to increase).

Once you submit a new ticket, you will receive an email with a ticket number that is used to track the status of your request and our Service Support team will respond as soon as possible*.

If you are a first-time user on our support portal, you will receive an email with a URL to activate your account and create a password. Please make sure you check your junk folder if you do not receive the email through your primary inbox.

*The average response time is 3 minutes to 1 hour; depending on your internet speed and system accessibility. For more information about our Terms of Use and Privacy Policy, visit