Why is my request awaiting customer?
Published: 2026-06-13
What this status means and how to get your request moving again.
The "Awaiting customer" status means the support team needs something from you to continue — an extra piece of information, a confirmation, or an action on your side.
What should you do?
1. Open the request page and read the latest message from the team — it tells you exactly what is needed.
2. Add a message with the requested information or confirmation.
3. Once you reply, the team picks your request back up.
The faster and more complete your reply, the faster your request moves again. If you are not sure what is needed, ask directly inside the request messages.