Using the Support Center and Tickets

When something's not working and the documentation hasn't solved it, the Support Center is where you reach the TrekMail team. This guide covers how the Support Center works — opening a ticket, choosing the right category, attaching evidence, tracking status, and replying.

Open the Support Center

Click Support in the dashboard sidebar. The Support Center loads with:

• A list of your existing tickets (most recent first).
• A New ticket button.
• Quick links to common help articles, status page, and contact options.
• For Pro/Agency accounts: priority indicator or "Priority Support" badge.

Creating a new ticket

1. Click New ticket.
2. Fill in the form fields below.
3. Submit.

Required fields

Category — pick the one that fits best. The system uses category for routing to the right team and for triage:

• Billing — invoice questions, refund requests, payment failures, plan/add-on/credit purchases.
• Technical — anything functional that isn't billing — DNS, email delivery, client setup, webmail behaviour.
• Account — profile changes, password issues that aren't solvable via self-service, 2FA recovery, account closures.
• Deliverability — bounce rates, spam folding, deliverability suspensions, sender reputation.
• API — API integration questions, authentication problems, missing endpoints, rate limit issues.
• Abuse — reporting spam, phishing, or other abuse from a TrekMail address.
• Feature — feature requests or roadmap questions.
• Partnership — bulk licensing, white-label, enterprise sales inquiries.
• Sales — pre-sales questions about plans or pricing.
• Affiliate — affiliate program questions, commission disputes, payment status.
• Other — anything that doesn't fit the above.

If you pick the wrong category, no big deal — support routes it correctly internally. But the right category gets attention faster.

Subject — short summary (4-150 characters). Be specific: "DNS not verifying after 24 hours" is better than "Help".

Message — your full description (5-5000 characters). See "What to include in a good ticket" below.

Optional fields

Attachment — one image at a time (JPEG, PNG, GIF, or WebP), maximum 5 MB. Use for screenshots of errors, the dashboard state when the problem happens, or relevant logs. If you need to share multiple images, include them in subsequent replies after the ticket is created.

If you have non-image evidence (PDFs, .eml files, CSVs), paste the relevant excerpt as text in your message. We can't accept arbitrary file types via attachment for security reasons.

Duplicate detection

When you submit, the system checks whether you already have an open ticket with a similar subject. If it finds one, it asks: "Looks like you have an open ticket about this: '' — want to continue that one instead?"

Click the existing ticket link to add your new info there, or proceed to create a new ticket if it's actually unrelated.

This is to prevent duplicate threads on the same issue, which slow down everyone.

What to include in a good ticket

The faster a support agent can understand your problem, the faster they can fix it. A good ticket has:

1. What you were trying to do — the goal, not just the error.
2. What actually happened — the specific error message, status, or behaviour.
3. What you've already tried — links to docs you read, settings you changed, restarts you did.
4. Identifying info — domain name, mailbox address, invoice ID, error timestamps. Don't share passwords or 2FA secrets in tickets.
5. A screenshot if it helps illustrate the problem.

Example of a good message:

Trying to send an email from alice@mycompany.com via Outlook on Mac. Get "550 5.7.1 sender denied" on every send attempt as of yesterday afternoon. Other mailboxes on the same domain send fine. I've checked: DNS is all green, mailbox isn't paused (I can log into webmail with the same credentials), and I tried changing the mailbox password. Screenshot of the Outlook error attached. Domain: mycompany.com. Mailbox: alice@mycompany.com. Started: ~14:30 UTC on 2026-05-15.

Example of a less helpful message:

Outlook doesn't work, please help.

Ticket statuses

Each ticket goes through one of three states:

The status changes automatically as the conversation progresses — you don't need to manually flip it.

Replying to staff

To continue the conversation:

1. Open the ticket from the Support Center list.
2. Scroll to the message thread at the bottom.
3. Type your reply in the Reply box (5-5000 characters).
4. Optionally attach a new image (same restrictions: image-only, 5MB max).
5. Submit.

Your reply moves the ticket from "Waiting on customer" back to "Open". A staff agent picks it up.

Response time expectations

Support response times vary by plan:

• Nano — community/docs-only. The Support Center is accessible but staff response isn't part of Nano.
• Starter — standard ticket queue. Typical first response within business hours.
• Pro — same queue, often prioritised.
• Agency — priority support, fastest response time.

For genuine emergencies (account locked out, sending suspension you can't resolve, billing issue blocking critical work), include "URGENT" or "BLOCKING" in the subject — it gets visible attention faster.

What support can and can't do

Can:

• Reset mailbox passwords if you're locked out as account owner and can't self-serve.
• Look up specific delivery events from server logs (e.g. "what happened to my email at 14:30 UTC?").
• Investigate deliverability issues, sender reputation, and recommend list hygiene.
• Cancel subscriptions on your behalf if the dashboard is malfunctioning.
• Issue credit notes / refunds (within reason, on a case-by-case basis).
• Restore deleted data (within ~24h, best-effort, not guaranteed).
• Investigate API issues and provide debugging guidance.
• Recover 2FA after identity verification.

Can't:

• Reset your account-owner password without identity verification (anti-impersonation policy).
• Tell you a current password (we don't store cleartext).
• Run mass actions on your account on your behalf — you do those yourself via dashboard.
• Manage your DNS for you — DNS lives at your registrar, we can only guide.
• Configure your email client for you (we can guide; you click the buttons).
• Investigate issues with your contacts' sending infrastructure or mail servers.

When NOT to file a ticket

These cases are usually faster via self-service:

• Mailbox password reset — use the self-service password reset flow.
• DNS verification still pending — work through DNS troubleshooting first.
• Card payment failed — try the steps in Fixing Failed Payments.
• Email client won't connect — see Can't Connect Email Client before opening a ticket.
• Emails going to spam — diagnose via Emails Going to Spam first.

If you've worked through the self-service article and you're still stuck, mention what you tried — that helps support skip past obvious checks.

What's outside support scope

• Other email providers' issues (your recipient's spam folder behaviour, your other-provider Gmail's filtering).
• Marketing content advice (what subject lines work, copywriting).
• Migration tooling for proprietary systems we don't have IMAP/import support for.
• Custom development of features not in the product.

For these, look at agencies that specialise in email marketing or development consultancies.

Status page and outages

If multiple things are broken at once, check status.trekmail.net before filing a ticket. Active incidents are publicly tracked there with frequent updates. Opening a ticket about an in-progress incident doesn't speed up resolution — we're already on it.

White Label Lite

Under White Label Lite, your end customers don't see the TrekMail support center — they reach out to you through whatever support channel you offer. When you need help with platform-level issues (DNS, certificates, billing, infrastructure), you open a ticket here, and your customers never see that step. The support center stays TrekMail-branded for you, the account owner.