Support Policy
Last updated: July 6, 2026
Our support team helps you use CitizenBD, track your applications and resolve payment or document questions. This policy describes how support works and what to expect.
1. Ticket System
All support requests go through the in-app ticket system so we can keep a full record of your issue, the reply history and any documents shared.
2. Response Time
- Initial reply: usually within a few hours during working hours.
- Payment verification queries: prioritised and typically handled the same day.
- Complex cases involving external authorities may take longer.
3. Scope of Support
Support can help with account issues, application status, payment verification, document re-upload and general guidance about services. Support cannot influence the decision of a government authority or bypass any legal requirement.
4. Communication Guidelines
- Please provide your Order ID and a clear description of the issue in every ticket.
- Communicate respectfully. Abusive or threatening messages may lead to account suspension.
- Never share your password or one-time codes with anyone, including support staff.
5. Escalation
If your ticket has not been addressed within a reasonable time, you can request escalation from within the ticket and it will be reviewed by a senior agent.