> ## 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.

# Support templates

> Ready-to-use templates for common support requests

Use these templates to make sure your support request includes all the information our team needs. Copy the template that matches your situation, fill in the details, and send it to our support team.

<Tip>
  Copy the template, fill in the details, and send it to **\[CONTACT\_EMAIL]**. Including complete information helps us resolve your request faster.
</Tip>

## Templates

<AccordionGroup>
  <Accordion title="Bug report" icon="bug">
    Use this template when something is not working as expected.

    ```text Bug report template theme={null}
    ## Bug Report

    **Summary:**
    [One-sentence description of the bug]

    **Steps to reproduce:**
    1. [First step]
    2. [Second step]
    3. [Third step]

    **Expected behavior:**
    [What you expected to happen]

    **Actual behavior:**
    [What actually happened]

    **Device / OS / Browser:**
    [e.g., MacBook Pro / macOS 14.4 / Chrome 124]

    **App version (if applicable):**
    [e.g., Pals Club iOS 3.2.1]

    **Screenshots or screen recordings:**
    [Attach files or paste links]

    **Error messages:**
    [Exact error text or codes, if any]

    **Severity:**
    [S0 / S1 / S2 / S3 — see the escalation guide for definitions]

    **Additional context:**
    [Any other details that might help]
    ```

    <Note>
      Not sure which severity to choose? Review the [escalation guide](/contact-support/escalation) for definitions and examples.
    </Note>
  </Accordion>

  <Accordion title="Feature request" icon="lightbulb">
    Use this template to suggest a new feature or improvement.

    ```text Feature request template theme={null}
    ## Feature Request

    **Feature description:**
    [Describe the feature you would like to see]

    **Use case:**
    [Explain the problem this feature would solve or the workflow it would improve]

    **Current workaround:**
    [Describe any workaround you use today, or "None"]

    **Priority (to you):**
    [Critical / High / Medium / Nice to have]

    **Additional context:**
    [Links, mockups, examples from other products, etc.]
    ```
  </Accordion>

  <Accordion title="Refund request" icon="credit-card">
    Use this template to request a refund for a Pals Club purchase.

    ```text Refund request template theme={null}
    ## Refund Request

    **Account email:**
    [The email address on your Pals Club account]

    **Transaction ID or date:**
    [Transaction ID from your receipt, or the approximate date of the charge]

    **Plan or item name:**
    [e.g., Pals Club Pro — Monthly]

    **Amount charged:**
    [e.g., $9.99]

    **Reason for refund:**
    [Describe why you are requesting a refund]

    **Preferred resolution:**
    [Full refund / Partial refund / Account credit / Other]

    **Additional context:**
    [Any other details that might help]
    ```

    <Info>
      Refund eligibility depends on your plan and the time since purchase. See [Billing & subscriptions](/account-billing/billing-subscriptions) for details on our refund policy.
    </Info>
  </Accordion>

  <Accordion title="Account recovery" icon="key">
    Use this template if you are locked out of your account or need to recover access.

    ```text Account recovery template theme={null}
    ## Account Recovery

    **Account email:**
    [The email address associated with your Pals Club account]

    **Last known password change date:**
    [Approximate date, or "Unknown"]

    **Verification information:**
    [Any information that can help verify your identity — last four digits of payment method, date account was created, recent activity, etc.]

    **Description of issue:**
    [Explain what happened — e.g., "I no longer have access to my 2FA device" or "My email address was changed without my consent"]

    **Urgency:**
    [Is there a security concern? Describe if you suspect unauthorized access]

    **Additional context:**
    [Any other details that might help]
    ```

    <Warning>
      If you suspect your account has been compromised, mention this clearly in your request so we can prioritize it as a security incident.
    </Warning>
  </Accordion>
</AccordionGroup>

## Tips for a great support request

<Columns cols={2}>
  <div>
    **Do**

    * Fill in every field, even if you write "N/A"
    * Attach screenshots or screen recordings
    * Include a [diagnostics bundle](/troubleshooting/diagnostics) for technical issues
    * Use one template per request
  </div>

  <div>
    **Don't**

    * Combine multiple unrelated issues in one ticket
    * Share passwords or full payment details
    * Open duplicate tickets for the same issue
    * Skip the severity field for bug reports
  </div>
</Columns>

## Related pages

<CardGroup cols={2}>
  <Card title="Contact support" icon="headset" href="/contact-support/contact">
    Support channels and response times
  </Card>

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

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

  <Card title="Billing & subscriptions" icon="receipt" href="/account-billing/billing-subscriptions">
    Plans, payments, and refunds
  </Card>

  <Card title="Account recovery" icon="key" href="/account-billing/account-recovery">
    Recover access to your account
  </Card>
</CardGroup>