Dotmac Selfcare lets you request help, provide useful troubleshooting information and track the progress of an issue from your phone or computer. A clear ticket gives the support team the information needed to investigate without unnecessary delays.

Open Support and start a ticket

1. Open https://selfcare.dotmac.io and sign in to the correct customer account.
2. Select Support from the top navigation or mobile menu.
3. Select New Ticket. If no tickets exist, Create Ticket opens the same form.
4. Check the ticket list before continuing. If the same issue already has a ticket, follow up on that ticket instead of creating a duplicate.

Complete the support-ticket form

• Subject: write a short, specific summary. For example, “No internet connection – Garki office” is more useful than “Help” or “Urgent”.
• Priority: choose the level that honestly matches the effect of the problem. Do not mark every request as urgent.
• Description: explain what is not working, when it started, whether every device is affected, relevant router or ONT light status and the troubleshooting already attempted.
• Attachments: add clear screenshots, device photos or PDF files when they will help Support understand the issue. Each file can be up to 5 MB.

Remove unrelated private information from attachments. Never include your password, OTP, card PIN or other sensitive login information in a ticket.

Review and submit the ticket

1. Check the subject, priority, description and attachments.
2. Select Create Ticket once.
3. Note the ticket number shown after submission. Use this number whenever you request an update.

Avoid pressing the submission button repeatedly. If the page does not appear to update, return to Support and check the ticket list before trying again.

Track your support request

Return to the Support page at any time and review these details:

• Ticket number: the reference used to identify the request.
• Status: the current state of the ticket.
• Priority: the urgency selected when the ticket was created.
• Updated: the date and time of the most recent change.

How to follow up

Refresh the Support page and check the status and last-updated date first. If you still need an update, email support@dotmac.ng and quote the existing ticket number. Do not open another ticket for the same issue unless Dotmac Support asks you to.

Use an email subject such as Follow-up on Ticket #[ticket number]. Include your customer account ID, ticket number, a short issue summary, the last-updated date and any new evidence. Do not include sensitive login information.

Support-ticket checklist

• You signed in to the correct customer account.
• The subject clearly describes the issue and, where useful, the location.
• The priority matches the real impact.
• The description says what happened, when it started and what troubleshooting was attempted.
• Useful evidence is clear, relevant and no larger than 5 MB per file.
• You selected Create Ticket once and saved the ticket number.
• You checked the ticket status and updated date before following up.
• You did not create a duplicate ticket for the same issue.

Get help through Dotmac Selfcare

Sign in to Dotmac Selfcare to create or track a support ticket. You can also contact the Dotmac customer team when you need assistance.