> ## Knowledge Base Index
> Fetch the complete knowledge base index at: https://help.trustmary.com/sitemap.xml
> Use this file to discover available pages before exploring further.
> Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash).

# How to make a great support request

A support request is solved fastest when the first message already answers what support would otherwise ask back. Most of the delay in a slow case is round trips — a reply asking which widget, or whether the problem shows in Trustmary or on the live site.

Trustmary support is reachable through the chat icon in the lower right corner of the app, by email at [help@trustmary.com](mailto:help@trustmary.com), or by booking a meeting from the dashboard navigation bar.

# What to include

* **What was expected, and what happened instead.** *The widget shows 12 reviews and it should show all 40* narrows the search; *the widget is broken* doesn't.
* **A link to the thing.** The URL of the page where the problem appears, plus the name of the widget, survey or report. Names repeat across an account, a link doesn't.
* **Where it shows** — in Trustmary, or on the live website. The two have different causes, and it's the most common follow-up question.
* **When it started**, and whether it worked before. A plan change, a site deployment or an edit the day before is often the answer.
* **Screenshots of the whole window**, with the address bar visible. A tight crop loses the URL and the account.
* **The steps that lead to it**, when the problem has to be reproduced.

| A short screen recording covers most of this at once — the path, the URL and the result in one file.

# Say what has already been tried

The first suggestions back are the common fixes: a hard refresh, clearing the browser cache, turning off an adblocker, waiting out the widget cache. Naming what has already been ruled out skips that exchange — including a help centre article that was followed but didn't apply.

# One topic per request

A message raising two unrelated things — a billing question and a widget bug — is answered at the speed of the slower one, and the second topic is the one that gets lost. Send them separately.

# Gathering diagnostic data

For a problem that only shows in the browser, a capture of the browser console points at the cause:

1. Open the console with **Ctrl + Shift + I** on Windows, or **Cmd + Opt + I** on Mac.
2. Refresh the page with **F5** on Windows, or **Cmd + R** on Mac.
3. Screenshot the console and attach it to the request.

# Wrapping up

A request that needs a developer is passed on to one, and the case stays open meanwhile. The answer comes back in the original thread, so replying there keeps the history together — a second request for the same problem starts from nothing.

Bug reports have their own guidance in [I think found a bug, where can I report it?](https://help.trustmary.com/en/article/i-think-found-a-bug-where-can-i-report-it-19ztyo0/). Accounts with the [Premium Support add-on](https://help.trustmary.com/en/article/premium-support-add-on-17kk6zf/) also have a dedicated account manager to contact directly.