Skip to main content

​
What to Include in a Support Request

Including the right details helps us resolve your issue faster. Here’s what to include based on your issue type.

​
General Information (Always Include)

For any support request:
  • Your email - The one associated with your Rallies account
  • Device/platform - Web, iOS, or Android
  • Browser (if web) - Chrome, Safari, Firefox, etc.
  • What you were trying to do - Your goal when the issue occurred
  • What happened - Describe the issue clearly

​
Issue-Specific Information

​
Login Problems

Include:
  • The email you’re trying to log in with
  • What happens when you try (error message?)
  • Whether you’ve tried “Forgot Password”
  • If you use Google/Apple sign-in or email/password

​
Billing Issues

Include:
  • Last 4 digits of the card charged
  • Date and amount of the charge
  • Screenshot of the charge (from bank/card statement)
  • Your subscription type (monthly/annual)

​
Payment Failures

Include:
  • Error message you see (screenshot if possible)
  • Card type (Visa, Mastercard, etc.)
  • Whether this card has worked before on Rallies
  • If your bank has contacted you about blocking the charge

​
Data/Display Issues

Include:
  • Which stock or data is affected
  • What you see vs. what you expected
  • When you first noticed the issue
  • Screenshots showing the problem

​
AI Assistant Issues

Include:
  • The question you asked (exact text)
  • The response you received (or lack thereof)
  • Why the response was problematic
  • Screenshots if helpful

​
Mobile App Issues

Include:
  • Your device (iPhone 14, Samsung Galaxy S23, etc.)
  • iOS/Android version
  • App version (found in Settings)
  • Steps to reproduce the issue

​
Screenshots Are Powerful

A screenshot can replace hundreds of words. Include screenshots of:
  • Error messages
  • Incorrect data
  • Unexpected behavior
  • Your screen when the issue occurs

​
How to Take Screenshots

Windows: Win + Shift + S or Print Screen Mac: Cmd + Shift + 4 iPhone: Side button + Volume Up Android: Power + Volume Down

​
What NOT to Include

Never send:
  • Full credit card numbers
  • Passwords
  • Social Security numbers
  • Bank account numbers
If we need payment details, we’ll only ask for the last 4 digits.

​
Templates by Issue Type

​
Can’t Log In

Issue: Can't log in

Email: [your email]
Login method: [email/password, Google, or Apple]
Error message: [what you see]
Steps tried: [forgot password? different browser?]
Device/Browser: [e.g., Chrome on Mac]

​
Billing Problem

Issue: Billing question

Account email: [your email]
Charge amount: $[amount]
Charge date: [date]
Card last 4: [XXXX]
Issue: [describe the problem]

​
Bug Report

Issue: Bug report

Description: [what's broken]
Steps to reproduce:
1. [step 1]
2. [step 2]
3. [step 3]
Expected: [what should happen]
Actual: [what happens instead]
Device/Browser: [your setup]
[Attach screenshots]

​
Feature Request

Issue: Feature suggestion

Feature: [what you want]
Use case: [why you need it]
Current workaround: [how you handle it now]

​
Response Time

Typical response times:
Issue TypeResponse Time
Account accessWithin hours
Billing issuesWithin 24 hours
Bug reports1-2 business days
Feature requestsMay not receive individual response
Pro subscribers receive priority support.