Get Support

Use this page when the docs did not 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 shows an incident, what you tried, and what changed recently. Use Audit only when account history or session context would help. Do not include tokens, passwords, API keys, client secrets, setup links, connection files, private customer data, or screenshots that expose secrets.

Start Here If

you checked the owner page and the issue remains;
you want to ask in Discord without losing context;
you need to report a bug with reproducible steps;
you want to suggest a feature with a clear workflow.

Choose the Right Channel

Need	Use	Include
Help with setup, access, hubs, clients, billing, runtime, or Live Map	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 the status page already lists the incident, plus the affected page and visible error.
Account history or session question	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

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

Copy a Support Request

Use this support request packet for #support.

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:

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:

Copy a Bug Report

Use this template for #bug-reports.

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:

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:

Copy a Feature Request

Use this template for #feature-requests.

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

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

Secrets

Do not post tokens, passwords, API keys, client secrets, recovery codes, setup links, or connection files.

Private data

Remove customer names, private workspace data, billing details, and private screenshots.

Broad access

Do not grant extra access while waiting for help unless the owner page says it is the next check.

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 the status page 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