We're reachable
Support
Two business days or less for Pro, 24 hours for Agency. Real humans, no bots.
Email channels
Depending on the topic you land at the right place faster. We answer every channel ourselves — there's no ticket system to dump into.
- General
- help@trailmaker.app
- Strategy questions
- strategy@trailmaker.app
- Agency support
- agency@trailmaker.app
- Privacy
- privacy@trailmaker.app
- Security / Bug bounty
- bugs@trailmaker.app
Response times
Not a marketing promise — these are the response times we hold ourselves to contractually.
| Plan | Response within | Channel |
|---|---|---|
| Free / Trial | 2 business days (best effort) | help@trailmaker.app |
| Pro | 1 business day | help@trailmaker.app |
| Studio | 4 business hours | strategy@trailmaker.app |
| Agency | 24 hours, Mon-Fri + onboarding call in week 1 | agency@trailmaker.app |
Agency onboarding call
The Agency plan includes a 45-minute onboarding call in week 1. We walk through the first 2-3 brands together, show what's available in reports, exports and cross-brand strategy, and set up your team technically.
Request onboarding call