Moody’s retired [email protected] on August 4th. We are committed to standardizing our communication channels and providing a consistent Moody’s experience for our clients. The retirement of the [email protected] email address is a continuation of the efforts that have been ongoing since 2023.

1. Why has Moody’s created a web form for support requests?

   The web form will enable the Moody’s Client Service team to consistently and efficiently collect the information needed to resolve support requests and inquiries. This will reduce the back-and-forth questions and requests to deliver a more streamlined experience.

2. What products will the web form be embedded into? Are there additional products in scope?

   It is currently live in Orbis. The remaining v4.1 legacy BVD products will be added soon.

3. Where can I access the web form within the products?

   Once logged into a product, the form can be accessed via the Contact Us link.

4. Can I submit a support ticket through the form without logging into the product? What if my problem is that I cannot log into the product?

   The web form can be accessed without logging into the product: https://ma.moodys.com/contact-cs-team.html

5. Will the web form be available in other Moody’s products?

   The new webform is currently only enabled for the above identified products. Other products will use existing contact methods.

6. Is the web form the only way to request support?

   Clients may request support via other channels:

   Email: [email protected]

   Phone:

   • Americas: +1-212-553-1653
   • EMEA: +44-20-7772-5454
   • Asia Pacific: +852-3551-3077
   • Japan: +81-3-5408-4100

   However, we suggest using the web form since it is the most efficient way to create a new case.

7. What happened to [email protected]?

   We retired [email protected] on August 4th. Emails sent to that address will not be delivered and will not create a support ticket. The sender receives an autoreply that instructs them to use the webform or to resend the email to [email protected]

8. What happens if I don’t know all the answers to the web form questions? Can I leave blanks if I don’t know or if I think it’s not relevant?

   Mandatory fields are clearly indicated. It's not possible to submit the case without completing them.

9. How do I get support for products that don’t have the web form built in?

   You can still use email or phone to create support tickets related to those products.

10. Will there be other languages available?

    The initial version of the form layout is only available in English. However, customers are welcome to complete the Title and Description fields in other languages.

11. Can I add more than two files?

    The form allows for the upload of only two files. However, following the submission of the case, the user will receive a confirmation email, to which they can respond by attaching any additional files if necessary.

12. Can I embed images into the Description field?

    The Description field on the form accepts only plain text. To include descriptions in HTML format or to embed images, submitters should attach a separate Word document.

13. Is it possible to cc: someone else on the case?

    The form allows for the entry of a single address only. Should the submitter wish to involve additional parties in the correspondence, they may manually add these individuals to the cc field upon replying to the Moody's Client Service response.