Notifications & support
Know where updates appear, how to change preferences and when a support request is appropriate.
Notifications are the first place to check
Booking confirmations, payment updates, document decisions, advisories and support replies can appear in the notification bell and full Notifications page. Opening a notification marks it read and takes you to the related record when a link is available.
- Use Unread when you only want items not yet opened.
- The title and preview explain the event before you open it.
- Mark all read clears the unread marker; it does not delete history.
Choose email and WhatsApp preferences
In-app notifications remain on so important activity is not lost. From Profile, you can opt out of optional email or WhatsApp types. Items marked Required cannot be disabled. WhatsApp delivery also depends on the service being enabled.
Before raising a support request
- Open the booking, document, payment or notification that relates to the problem.
- Check the relevant help procedure for a normal pending or review stage.
- If the screen is inconsistent, submit one request with the exact reference and what you expected.
Submit one complete support request
- Filters separate open, in-progress and resolved requests.
- Open the existing request to read replies and add relevant information.
- Create a new request only when the matter is not already being handled.
- Use a specific subject and the closest category.
- Link the related booking whenever possible.
- Include the reference, affected traveller and visible status—never payment secrets.
What support statuses mean
| Status | Meaning |
|---|---|
| OPEN | Your request was received. |
| IN PROGRESS | The conversation or office work has started. Check the request for replies. |
| RESOLVED | The office considers the matter answered or completed. |
| CLOSED | The conversation is closed and cannot receive another reply. |
No general response-time promise is published. For an imminent departure or an emergency, use the official contact details on the website rather than labelling an ordinary portal question as urgent.
Registration and password-reset requests
A registration form submits an access request for office review; it does not create immediate portal access. A password-reset form also sends a request and always shows a neutral result so account details cannot be discovered by strangers. Sign in with ITS OneLogin where available; otherwise use the portal password option.
Faiz-e-Hussaini Kuwait — user help. Screens use sanitised demonstration data.