Reply to private requests from the team

Sign in and open Account → My requests. Active, Closed and All filters separate requests, while the new-activity dot and Action needed label identify where your response is required.

1. Choose Active for cases currently in progress.
2. Open the card matching the reference or type named in the email.

The header shows the type, short identifier and current stage, while the history keeps events in order. The What happens next panel explains whether you or the team needs to act.

1. Read events and messages from the beginning through the newest item.
2. Check the current stage and What happens next panel before responding.

Enlarge screenshot

While the request is active, write your reply in the message box at the bottom. The message stays in the same history with the team's context and reference.

1. Write a clear answer limited to the requested information.
2. Select Send once and wait for the message to appear in the history.

Some request types can ask for documents or propose call times. Use only the action displayed in the newest event because controls attached to older events no longer represent the current state.

1. Attach only documents requested by the active event.
2. Accept or decline times using the newest available control.

You can cancel an active request, but the action cannot be undone. For a rejection that can be appealed, the button appears only during the allowed period, and Hola25 checks the request again when you submit it.

1. Cancel only when you no longer want the case to continue.
2. Use the displayed appeal and explain the reason without creating another request.