Sometimes a help article is not enough — you need a human. This guide explains every way to reach the TrustRating support team, what information gets your problem solved fastest, how the ticket system works behind the scenes, and what support realistically can and cannot do for you.
Before you write in, it is worth thirty seconds in the Help Center: the search box covers every guide, and our troubleshooting guide resolves the most common problems — sign-in trouble, missing emails, widgets not rendering — without any waiting at all.
The support channels
The contact page — for everyone. The contact page is the front door to support. It works whether you are a reviewer, a business user, or not signed in at all. Pick the topic that matches your issue — topics route your request to the right people, so choosing accurately genuinely speeds things up — write your message, and submit. If you are signed in, your name and email are pre-filled; if not, just enter the address you want replies sent to.
The business panel — for companies. If you manage a claimed company, your business panel has a dedicated Support page. Tickets opened there are automatically linked to your company, which means the team sees your plan, your profile, and your history without asking — and you can see all of your company's past and open tickets, with their statuses, in one list. For anything involving your company profile, subscription, or billing, this is the best channel.
Whichever channel you use, everything becomes a ticket in the same system, so nothing gets lost between an email and a form.
What to include for a fast resolution
Support requests are answered by people, and the single biggest factor in resolution speed is whether the first message contains enough to act on. Include:
- The email address on your account — even if you are writing from a different one. It is how the team finds you.
- Your company profile URL if the issue involves a business — there may be several companies with similar names.
- Exact steps to reproduce the problem: what you clicked, what you expected, what happened instead. "The widget doesn't work" takes three back-and-forths to diagnose; "the widget shows a blank box on our checkout page in Chrome, here is the URL" often takes one.
- Screenshots or screen recordings of error messages. The precise wording of an error is a diagnostic goldmine.
- Invoice IDs or payment references for billing questions — you can find them in your billing history (see managing billing and invoices).
- Your ticket reference (it looks like TR-XXXXXX) if you are following up on an existing conversation, so the thread stays in one place.
Tip: One issue per ticket. Two unrelated problems in one thread means the ticket cannot be resolved until both are — separate tickets get each one to the right specialist immediately.
What happens after you submit
The moment your request is created, three things happen:
- Your ticket receives a human-friendly reference like TR-58201F. Quote it in any follow-up.
- You receive a confirmation email containing a private link to your ticket thread. That link is your window into the conversation: you can read every reply and respond there at any time, and it works without a TrustRating account — which is why it should be treated like a password and not forwarded.
- The ticket lands in the team's queue and the right people are alerted.
Every reply from the team also goes out by email with the same thread link, so you never need to keep a tab open or poll a dashboard. Business users can additionally read and reply to their company's tickets straight from the panel's Support page.
The ticket lifecycle
Each ticket carries a status you can always see:
- Open — the ball is in the team's court; a response is on the way.
- Awaiting your reply — the team has responded and needs something from you. Tickets in this state pause until you answer.
- Resolved — the team believes the issue is settled. Not quite done? Just reply on the thread and the ticket automatically reopens — you never need to start over.
- Closed — the conversation is locked and no longer accepts replies. If a closed issue resurfaces, open a fresh ticket and mention the old reference.
Response expectations
Every ticket gets a human answer — there is no auto-close-and-hope tier. Concrete response times depend on volume and complexity, so we will not promise a number here, but two things reliably affect where you land in the queue. First, completeness: tickets that can be acted on immediately are answered fastest. Second, your plan: business plans can include priority support, where your tickets jump ahead of standard requests, and top plans include a dedicated account manager — a named person who owns your company's queue, sees your tickets first, and knows your history. If your plan includes dedicated support, your account manager is introduced in your business panel.
What support can — and cannot — do
The team can fix account access, investigate email delivery, sort out billing and invoices, help with claiming and verification, guide you through widgets and integrations, and escalate bugs to engineering. Just as importantly, here is what support will decline to do, for everyone, at any plan level:
- Remove legitimate negative reviews. Reviews are only removed when they violate the content guidelines. A one-star review that is honest and on-topic stays, no matter who asks. Businesses should reply to it publicly instead.
- Change a TrustScore. Scores are computed from reviews by a published formula. Nobody — including TrustRating staff — can set one by hand.
- Reveal another user's private data. Reviewer identities and contact details are protected. If you believe a review is fraudulent, flag it and moderation will investigate with full access.
Requests in these categories are not slow-tracked or negotiable — they are simply outside what any employee can do, by design. It is a large part of why the platform is worth being on.
Escalation
If a resolved answer did not actually fix your problem, reply on the same thread — reopening it preserves the full context. If a conversation has genuinely stalled, open a new ticket referencing the original TR- number and say plainly that you are asking for escalation; flagged threads are reviewed by senior staff. For disputes about moderation decisions, the reply email you received includes the specific appeal route — use it rather than a general ticket, because appeals go to a different queue.
Reporting security issues
Found a vulnerability, or signs that your account has been accessed by someone else? Report it through the contact page immediately and say clearly in the subject that it is a security issue — security reports are triaged ahead of everything else. Do not post details publicly before the team has responded. If the issue is unauthorized access to your own account, change your password right away and review our guide on managing your account for the follow-up steps: reviewing sessions, checking your email address, and locking things back down.