> ## Documentation Index
> Fetch the complete documentation index at: https://help.palsplan.app/llms.txt
> Use this file to discover all available pages before exploring further.

# Contact support

> How to reach the Pals Club support team and what to include

If you need help with your Pals Club account or experience an issue, our support team is here for you. Choose the channel that works best and include the right details so we can resolve your request quickly.

## Before you contact us

Save time by checking these resources first — your answer may already be available.

<CardGroup cols={2}>
  <Card title="FAQ" icon="circle-question" href="/faq">
    Browse frequently asked questions
  </Card>

  <Card title="Common issues" icon="triangle-exclamation" href="/troubleshooting/common-issues">
    Solutions for known problems
  </Card>

  <Card title="Troubleshooting playbook" icon="screwdriver-wrench" href="/troubleshooting/playbook">
    Step-by-step diagnostic guides
  </Card>

  <Card title="Diagnostics" icon="stethoscope" href="/troubleshooting/diagnostics">
    Collect logs and system information
  </Card>
</CardGroup>

## Available support channels

<AccordionGroup>
  <Accordion title="Email" icon="envelope">
    Send a message to **\[CONTACT\_EMAIL]**. Include as much detail as possible using the checklist below. You will receive an auto-reply with a ticket number.
  </Accordion>

  <Accordion title="In-app help widget" icon="message">
    Open the help widget by clicking the **?** icon in the bottom-right corner of the Pals Club app. The widget lets you search articles, start a live chat during business hours, or submit a ticket.
  </Accordion>

  <Accordion title="Community forum" icon="users">
    Visit the [Pals Club Community Forum](\[COMMUNITY_FORUM_URL]) to ask questions, share tips, and get help from other members. Community moderators and staff also participate.
  </Accordion>

  <Accordion title="Social media" icon="hashtag">
    Reach out on our official social media channels for general questions. Avoid sharing sensitive account details publicly — a team member will direct you to a private channel.
  </Accordion>
</AccordionGroup>

## What to include in your request

Providing complete information helps us resolve your issue faster. Include as many of the following as possible:

* **Account email** — the email address associated with your Pals Club account
* **Description of issue** — a clear summary of what happened and what you expected
* **Steps to reproduce** — numbered steps so we can recreate the problem
* **Screenshots or screen recordings** — visual evidence of the issue
* **Device, OS, and browser info** — for example, "iPhone 15 / iOS 17.4 / Safari" or "Windows 11 / Chrome 124"
* **Error messages** — exact text or error codes you see on screen

<Tip>
  Include a [diagnostics bundle](/troubleshooting/diagnostics) for faster resolution. It packages logs, device info, and recent errors into a single file you can attach to your request.
</Tip>

## Expected response times

Response times depend on the severity of your issue. See the [escalation guide](/contact-support/escalation) for full definitions.

| Severity          | Description                                          | Target first response     |
| ----------------- | ---------------------------------------------------- | ------------------------- |
| **S0 — Critical** | Complete outage or security incident                 | Less than 1 hour          |
| **S1 — High**     | Major feature broken for many users                  | Less than 4 hours         |
| **S2 — Medium**   | Feature degraded or intermittent issue               | Less than 1 business day  |
| **S3 — Low**      | Cosmetic issue, feature request, or general question | Less than 3 business days |

<Warning>
  Response-time targets apply during business hours unless you are on an enterprise support plan with 24/7 coverage.
</Warning>

## Related pages

<CardGroup cols={2}>
  <Card title="Escalation guide" icon="arrow-up-right-dots" href="/contact-support/escalation">
    Severity levels and how to escalate
  </Card>

  <Card title="Support templates" icon="file-lines" href="/contact-support/templates">
    Ready-to-use request templates
  </Card>

  <Card title="Diagnostics" icon="stethoscope" href="/troubleshooting/diagnostics">
    Collect a diagnostics bundle
  </Card>

  <Card title="FAQ" icon="circle-question" href="/faq">
    Frequently asked questions
  </Card>

  <Card title="Common issues" icon="triangle-exclamation" href="/troubleshooting/common-issues">
    Known issues and fixes
  </Card>
</CardGroup>