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What to Include in a Support Request

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General Information (Always Include)

• 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

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Issue-Specific Information

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Login Problems

• 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

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Billing Issues

• 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)

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Payment Failures

• 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

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Data/Display Issues

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

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AI Assistant Issues

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

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Mobile App Issues

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

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Screenshots Are Powerful

• Error messages
• Incorrect data
• Unexpected behavior
• Your screen when the issue occurs

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How to Take Screenshots

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What NOT to Include

• Full credit card numbers
• Passwords
• Social Security numbers
• Bank account numbers

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Templates by Issue Type

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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]

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Billing Problem

Issue: Billing question

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

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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]

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Feature Request

Issue: Feature suggestion

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

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Response Time

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Related Articles

• How to Contact Support
• Support Hours & Response Times
• Providing Feedback & Suggestions