|Audience||Drivers, Fleet Admins, Fleet Managers|
|Applies To||Motive Support|
Once you contact the Motive Support team for your issue, a case number is automatically assigned to track the progress of the concern until it is resolved. The case number helps to track the resolution process.
|Note: If Motive doesn’t receive a response from the customer after contacting multiple times, the case is temporarily closed as ‘unresponsive’.|
Steps: Using the old case number to reopen the Motive Support ticket
1. Motive Support sends an email to notify the customer that the previously opened case is temporarily closed. Locate the Motive Support email in your inbox and open it.
2. The email contains your old case number. Send a new email to Motive Support using this case number as a reference to share that the issue still continues.
3. Or you can call the Motive Support team and give this case number as the reference for your persisting issue.