> ## Documentation Index > Fetch the complete documentation index at: https://support.rallies.ai/llms.txt > Use this file to discover all available pages before exploring further. # How to Contact Support > Need help with Rallies.ai? Learn how to contact our support team, what to include in your request, and how quickly you can expect a response. # How to Contact Support Can't find an answer in the Help Center? Our support team is here to help. Here's how to reach us and what to expect. ## Contact Methods ### Email Support (Recommended) **Email:** [support@rallies.ai](mailto:support@rallies.ai) Best for most issues. You'll get a written response you can reference later. ### In-App Support 1. Click or tap **your profile icon** 2. Select **"Help"** or **"Support"** 3. Choose **"Contact Us"** or **"Submit a Request"** 4. Fill out the form and submit This pre-fills your account information, which helps us help you faster. ### Help Center Contact Form Use the **"Still Need Help?"** link at the bottom of any Help Center article. This routes your question to the right team based on the article topic. ## Before You Contact Us To get the fastest resolution, please: ### 1. Search the Help Center First Many common questions are already answered: * Use the search bar at the top of the Help Center * Browse categories that match your issue * Check the FAQ section ### 2. Gather Helpful Information When you contact us, including these details helps us solve your issue faster: **For account issues:** * The email address associated with your account * When the issue started * What you were trying to do **For billing issues:** * Last 4 digits of your card (never send full card numbers) * Date and amount of any charges in question * Whether you subscribed via web, iOS, or Android **For technical issues:** * What device and browser/app version you're using * Steps to reproduce the problem * Any error messages (exact text or screenshots) * What you've already tried **For AI issues:** * The question you asked * What response you received * Why you think it's wrong [What to include in a support request →](/support/what-to-include) ## Response Times | Issue Type | Typical Response | | ----------------------------- | ---------------- | | Account access (can't log in) | Within 4 hours | | Billing/payment issues | Within 24 hours | | Technical bugs | Within 24 hours | | General questions | Within 24 hours | | Feature requests | Within 1 week | | Security concerns | Within 4 hours | **Pro subscribers** receive priority support with faster response times. **Note:** Response times are for business days. We monitor urgent issues (account access, security) on weekends, but non-urgent tickets are handled Monday-Friday. ## What Happens After You Contact Us 1. **You'll receive a confirmation email** with a ticket number 2. **A support team member reviews your request** and may ask follow-up questions 3. **We'll work on your issue** and respond with a solution or update 4. **You can reply to continue the conversation** - your replies go to the same ticket Keep an eye on your email (and spam folder) for our response. ## Tips for a Faster Resolution ### Be Specific **Less helpful:** "The app isn't working" **More helpful:** "When I try to search for AAPL on iOS, the app freezes and I have to force close it. This started yesterday. I'm on iPhone 14 with app version 2.3.1." ### Include Screenshots A picture is worth a thousand words, especially for: * Error messages * UI issues * Unexpected behavior * Billing discrepancies ### One Issue Per Request If you have multiple unrelated issues, submit separate requests. This helps us route them to the right people and track each to resolution. ### Check Your Spam Our responses come from @rallies.ai addresses. If you don't hear back, check your spam folder and add us to your contacts. ## Self-Service Options Many issues can be resolved without contacting support: | Issue | Self-Service Solution | | --------------------- | ---------------------------------------------------------------- | | Forgot password | [Reset password →](/account/reset-password) | | Update payment method | [Change card →](/billing/update-payment) | | Cancel subscription | [Cancel guide →](/billing/cancel) | | Not receiving emails | [Email troubleshooting →](/troubleshooting/not-receiving-emails) | | Can't log in | [Login help →](/troubleshooting/cant-log-in) | | Download receipt | Settings → Subscription → Billing History | ## Feedback and Feature Requests Have an idea for improving Rallies? We'd love to hear it! **For feature requests and product feedback:** * Use the **"Give Feedback"** option in your account menu * Or email: [feedback@rallies.ai](mailto:feedback@rallies.ai) We read every suggestion. While we can't implement everything, user feedback directly shapes our roadmap. [Submit feedback →](/support/feedback) ## Report a Security Issue If you've found a security vulnerability or believe your account was compromised: **Email immediately:** [security@rallies.ai](mailto:security@rallies.ai) Security issues are treated with highest priority. Please include as much detail as possible about the vulnerability or incident. ## Urgent Billing Issues If you've been charged incorrectly or have an urgent billing matter: 1. Email [support@rallies.ai](mailto:support@rallies.ai) with subject line: **"URGENT: Billing Issue"** 2. Include your account email, the charge date/amount, and what's wrong 3. We prioritize billing issues and aim to respond within 24 hours For disputes with charges, we recommend also contacting us before disputing with your bank—we can often resolve issues faster. *** ## Frequently Asked Questions ### What are your support hours? Our team monitors tickets Monday-Friday during business hours (9 AM - 6 PM ET). Urgent issues (account access, security) are monitored more frequently. ### Do you have phone support? Not currently. Email support allows us to serve all users efficiently and maintain a written record of your issue. Most issues are resolved within one email exchange. ### Can I get live chat support? Not at this time, but we're exploring options for real-time support in the future. ### How do I check my ticket status? Reply to your confirmation email or contact us again with your ticket number. We'll give you an update. ### What if I'm not satisfied with the response? Reply to the ticket and ask for escalation. You can also mention specific concerns you feel weren't addressed. [Learn about escalations →](/support/escalate) *** ## Related Articles * [What to Include in a Support Request](/support/what-to-include) * [Support Hours & Response Times](/support/response-times) * [Escalating an Issue](/support/escalate) * [Providing Feedback & Suggestions](/support/feedback)