> ## Documentation Index
> Fetch the complete documentation index at: https://docs.timetracker.in/llms.txt
> Use this file to discover all available pages before exploring further.

# Contact support

> How to reach TimeTracker support at hello@timetracker.in, and exactly what to include so your first reply is a fix rather than a question.

Email **[hello@timetracker.in](mailto:hello@timetracker.in)**.

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

## What to include

Four things, every time.

| Include                         | Example                                           |
| ------------------------------- | ------------------------------------------------- |
| **Your workspace name**         | Northwind Studio                                  |
| **What you expected to happen** | "Priya should be able to approve Ana's timesheet" |
| **What actually happened**      | "Ana is not in Priya's approval queue at all"     |
| **When it happened**            | "Tuesday 29 July, around 10:00 UK time"           |

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

## What helps even more

<AccordionGroup>
  <Accordion title="One concrete example">
    One person, one date, one project, one number you expected. That beats "the totals
    are about an hour out" every time.
  </Accordion>

  <Accordion title="The exact message">
    Copy the wording, or send a screenshot. TimeTracker's messages name their reason,
    so the sentence usually points straight at the cause.
  </Accordion>

  <Accordion title="Who is affected">
    Just you, one team, or everyone? "Everyone lost it at once" and "only I lost it"
    have completely different causes.
  </Accordion>

  <Accordion title="The roles involved">
    Your role, and the role of anyone else in the story. Most access questions resolve
    to a role or a scope.
  </Accordion>

  <Accordion title="Your browser">
    Name and version, if it looks like a display problem. See
    [browser support](/reference/browser-support).
  </Accordion>

  <Accordion title="What you already tried">
    Saves us suggesting it back to you.
  </Accordion>
</AccordionGroup>

## 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](/concepts/supervision-scope) – and we can confirm
it in one reply.

## Try these first

Many questions have a page already.

| Your question                  | Page                                                                          |
| ------------------------------ | ----------------------------------------------------------------------------- |
| "Where has this feature gone?" | [I cannot see a feature](/troubleshooting/i-cannot-see-a-feature)             |
| "Why is this number wrong?"    | [Missing or wrong hours](/troubleshooting/missing-or-wrong-hours)             |
| "What does this error mean?"   | [Access and permission errors](/troubleshooting/access-and-permission-errors) |
| "Why did no email arrive?"     | [Email not arriving](/troubleshooting/email-not-arriving)                     |
| "Who can do what?"             | [Permissions matrix](/reference/roles-and-permissions-matrix)                 |
| "Is there a limit on…?"        | [Limits and quotas](/reference/limits-and-quotas)                             |

## Before you send

<Steps>
  <Step title="Reload the page">
    Roles, app switches and plan changes are read when the app loads.
  </Step>

  <Step title="Try a private window">
    Rules out a browser extension.
  </Step>

  <Step title="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.
  </Step>
</Steps>

## 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](/billing/payment-methods-and-receipts).

## 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.

## Please do not send

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

## 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.

## Related guides

<CardGroup cols={2}>
  <Card title="Troubleshooting" icon="wrench" href="/troubleshooting/overview">
    Find the right page first.
  </Card>

  <Card title="FAQ" icon="comments" href="/reference/faq">
    Short answers to common questions.
  </Card>

  <Card title="Billing troubleshooting" icon="credit-card" href="/billing/billing-troubleshooting">
    Payment and plan problems.
  </Card>

  <Card title="Export your data" icon="download" href="/data/export-your-data">
    Take a full copy whenever you like.
  </Card>
</CardGroup>