The most common reason for this is when a customer has not been verified.  When you complete the verification process we also link the help desk portal giving the system the ability to recognise your mobile number and log support the ticket in your name.

To help us deal with a ticket efficiently, please provide us with your email address or profile ID number and also the cell number which you have registered with. That way, we are able to reply to you via the ticketing system, and agents are also held to an SLA.