# Get Support

> Prepare a useful Thalovant support request for Discord, bugs, feature ideas, or private follow-up.

Source: https://docs.thalovant.com/account/get-support/

---
Use this page when the docs didn't answer your question and you need help from the Thalovant community or support team.

Good support requests are short, specific, and safe to share. Include the page, your goal, the visible status, whether the [status page](https://status.thalovant.com/) shows an incident, what you tried, and what changed recently. Use [Audit](/account/audit/) only when account history or session context would help. Don't include tokens, passwords, API keys, client secrets, setup links, connection files, private customer data, or screenshots that expose secrets.

## Choose the Right Channel

| Need | Use | Include |
| --- | --- | --- |
| Help with setup, access, hubs, clients, billing, runtime, or Topology | Discord `#support` | Page, goal, visible status, expected result, actual result, and what you tried. |
| Reproducible product problem | Discord `#bug-reports` | Steps, expected result, actual result, screenshots with secrets removed, and browser or device details. |
| Product improvement or docs request | Discord `#feature-requests` | Workflow, pain, who it affects, and the outcome you want. |
| Quick follow-up on an active thread | Discord `#support-chat` | Link or name the active support post before adding more context. |
| Broad availability issue | Check service status first | Whether [status.thalovant.com](https://status.thalovant.com/) already lists the incident, plus the affected page and visible error. |
| Account history or session question | [Audit](/account/audit/) first | Safe account trail or audit packet context after inspection and redaction. |

Thalovant support is async. The first triage target for community support is one business day when staff coverage is available. Incidents and security-sensitive reports take priority.

## Before You Post

1. **Find the owner page.** Use [Troubleshooting Index](/troubleshooting/symptom-index/) when you only know the symptom.
2. **Check known limits.** Use [Known Limits](/help/known-limits/) when the issue looks like a plan, hub, client, or runtime boundary.
3. **Check service status.** Check service status when several pages, users, or regions appear affected.
4. **Capture the visible status.** Copy the exact label, message, locked state, warning, or empty state.
5. **Remove secrets.** Redact tokens, passwords, API keys, client secrets, setup links, connection files, private customer data, and private screenshots.
6. **Inspect any audit packet.** Attach account history context only after confirming it's safe to share.
7. **Post one clear request.** Keep each support post focused on one issue.

## Copy a Support Request

Use this support request packet for `#support`.

<button className="docs-copy-button" type="button" data-docs-copy-template data-copy-target="support-request-template" data-copy-label="Copy support request">Copy support request</button>

```text
Page or feature:
Goal:
Visible status or message:
Expected result:
Actual result:
What I tried:
What changed recently:
Status page checked:
Audit packet included after inspection:
Plan or limit shown in Billing:
Screenshots or logs attached after redacting secrets:
```

<pre className="docs-copy-template" id="support-request-template" hidden>{`Page or feature:
Goal:
Visible status or message:
Expected result:
Actual result:
What I tried:
What changed recently:
Status page checked:
Audit packet included after inspection:
Plan or limit shown in Billing:
Screenshots or logs attached after redacting secrets:`}</pre>

## Copy a Bug Report

Use this template for `#bug-reports`.

<button className="docs-copy-button" type="button" data-docs-copy-template data-copy-target="bug-report-template" data-copy-label="Copy bug report">Copy bug report</button>

```text
Summary:
Steps to reproduce:
1.
2.
3.
Expected result:
Actual result:
Frequency:
Status page checked:
Browser, device, or environment:
Screenshots or logs attached after redacting secrets:
```

<pre className="docs-copy-template" id="bug-report-template" hidden>{`Summary:
Steps to reproduce:
1.
2.
3.
Expected result:
Actual result:
Frequency:
Status page checked:
Browser, device, or environment:
Screenshots or logs attached after redacting secrets:`}</pre>

## Copy a Feature Request

Use this template for `#feature-requests`.

<button className="docs-copy-button" type="button" data-docs-copy-template data-copy-target="feature-request-template" data-copy-label="Copy feature request">Copy feature request</button>

```text
Workflow:
Pain:
Who is affected:
Desired outcome:
Example or screenshot:
Related docs page:
```

<pre className="docs-copy-template" id="feature-request-template" hidden>{`Workflow:
Pain:
Who is affected:
Desired outcome:
Example or screenshot:
Related docs page:`}</pre>

## What Not to Share

  
    Don't post tokens, passwords, API keys, client secrets, recovery codes, setup links, or connection files.
  
  
    Remove customer names, private workspace data, billing details, and private screenshots.
  
  
    Don't grant extra access while waiting for help unless the owner page says it's the next check.
  

  If a token, secret, password, setup link, or connection file was shared, rotate it before continuing the support thread.

## Support Is Ready When

Your request is ready when:

- it names one page or feature;
- it includes the exact visible status or message;
- it says whether [status.thalovant.com](https://status.thalovant.com/) already lists the issue;
- any audit packet has been inspected before sharing;
- it says what you expected and what happened instead;
- it lists what you already tried;
- screenshots or logs have secrets removed;
- the next reply can focus on the next check instead of basic discovery.

Open troubleshooting index
Open known limits