> ## 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.

# What to Include in a Support Request

> Get faster help by including the right information in your support request.

# 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 Type       | Response Time                       |
| ---------------- | ----------------------------------- |
| Account access   | Within hours                        |
| Billing issues   | Within 24 hours                     |
| Bug reports      | 1-2 business days                   |
| Feature requests | May not receive individual response |

Pro subscribers receive priority support.

***

## Related Articles

* [How to Contact Support](/support/contact)
* [Support Hours & Response Times](/support/response-times)
* [Providing Feedback & Suggestions](/support/feedback)