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Email [email protected]. We read every message. A good first email usually gets an answer instead of a question back.

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What to include

Four things, every time. The date and time matter more than people expect. They let us line your report up against what the system did.

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What helps even more

One person, one date, one project, one number you expected. That beats “the totals are about an hour out” every time.
Copy the wording, or send a screenshot. TimeTracker’s messages name their reason, so the sentence usually points straight at the cause.
Just you, one team, or everyone? “Everyone lost it at once” and “only I lost it” have completely different causes.
Your role, and the role of anyone else in the story. Most access questions resolve to a role or a scope.
Name and version, if it looks like a display problem. See browser support.
Saves us suggesting it back to you.

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A good example

Workspace: Northwind Studio Expected: Priya (Project Manager) should see Ana’s timesheet in her approval queue. Happened: Ana’s week for 21–27 July is not in Priya’s queue. Priya can see Sarah’s and Jonas’s fine. When: Noticed Monday 28 July at about 09:30 UK time. Already tried: Reloaded, checked Priya holds time.approve. Ana is a contractor on the Fenwick Legal project only.
That email contains its own answer – Ana shares no project with Priya, so she is outside Priya’s supervision scope – and we can confirm it in one reply.

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Try these first

Many questions have a page already.

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Before you send

1

Reload the page

Roles, app switches and plan changes are read when the app loads.
2

Try a private window

Rules out a browser extension.
3

Ask a colleague to try the same thing

If they can and you cannot, it is your role or your scope. If nobody can, it is an app switch or the plan.

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Billing questions

Plan, payment and invoice questions for your own subscription go to the same address. Include your workspace name and, if it is about a charge, the date and amount. Payments run through our merchant of record, so your card statement may show their name rather than ours. See payment methods and receipts.

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Reporting a bug

Anything where the numbers disagree is worth reporting even if you have a workaround. TimeTracker is a system of record for time and money, and a wrong number matters. Tell us:
  • Which two things disagree, and by how much
  • The exact records involved
  • Whether it reproduces every time
The on-screen total, the CSV total and the Excel total are computed once and should always match to the cent. If they ever do not, we want to know.

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Please do not send

  • Passwords. We never need one.
  • Client contact details you do not need to share to explain the problem.

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Suggestions

Ideas, missing features and shortcuts you wish existed all go to the same address. Say what you were trying to do, not only what you want built – the underlying job is the useful part.

Troubleshooting

Find the right page first.

FAQ

Short answers to common questions.

Billing troubleshooting

Payment and plan problems.

Export your data

Take a full copy whenever you like.