After asking your question you will be direct to your question chat page. This page is where all communication with your Expert will take place. If you chose to upgrade to phone support, your Expert will call you soon. We suggest staying on your question chat page until you receive the call. This way if the Expert is having trouble calling you they can reach you on chat.
Once your Expert has been assigned you will see his/her welcome message to you. Most likely your Expert will have additional question for you to answer before he/she can provide assistance. Once your Expert is assigned you will notice a chat box appears at the top of the page. Your Experts messages will show up automatically in the chat feed under the chat box. The chat box is where you will type your replies to your Expert. Click the blue 'send response' button to send your messages back to your Expert. Note, the newest message will display at the top of the chat feed.
If you are no longer on your question chat page, check your email. You will receive email notifications when an Expert posts messages on your question chat page for your review. Our notification emails contain your question link. To get back to your chat page click on the question link. Please make sure you monitor your inbox or chat page to assure timely assistance from your Expert. Your Expert may require additional information from you so he/she can assist you better. Your online presence is required to perform troubleshooting or providing direction on the matter.
Another way you can check on the status of your question is from your Account Summary page. Review this article for directions on how to do this.