Direct contact
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. Every channel is answered directly — no ticket system to dump into.
- General
- help@trailmaker.app
- Agency support
- agency@trailmaker.app
- Privacy
- privacy@trailmaker.app
- Security / Bug bounty
- bugs@trailmaker.app
Response times
Not a marketing promise — these response times are contractually binding.
| 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 | help@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. The call covers the first 2-3 brands together, walks through reports, exports and cross-brand strategy, and gets your team set up technically.
Request onboarding call