# Support ## Support & Help **Get help when you need it** Can't find the answer in our documentation? We're here to help. This page explains how to get support, what to expect, and how to troubleshoot common issues yourself. *** ### Quick help options #### 1. Search documentation first Before contacting support, try searching the documentation first. **Search bar** * Use the search bar at the top of any page * Search by keyword, role, or feature * Open the most relevant guide or FAQ result **Browse by role** * [Employee Guides →](/documentation/employee-guides.md) * [Manager Guides →](/documentation/manager-guides.md) * [Finance Guides →](/documentation/finance-guides.md) * [Admin Guides →](/documentation/organization-admin.md) **Browse by topic** * [Getting Started →](/getting-started.md) * [FAQ →](/faq.md) * [Articles →](/articles.md) * [Release Notes →](/release-notes.md) **Most issues are solved in the docs.** Try searching first. *** #### 2. Use in-app help **Command palette** * Press **Cmd/Ctrl + K** anywhere in TZone * Search for actions, pages, or help topics * Move to common tasks faster **Documentation link** * Open the **Documentation** link in the product navigation * Use it to reach the docs portal quickly **Tooltips and hints** * Hover over field labels for quick explanations * Look for help icons and inline guidance * Read validation and error messages closely *** #### 3. Contact your organization admin For organization-specific questions, contact your admin first. **Questions for your admin** * role and permission changes * department or reporting-line access * organization-specific expense policy questions * custom approval workflow questions * invitation and onboarding issues **Your admin knows** * your organization's specific policies * role and permission setup * custom workflows and approval chains * department budgets and cost centers To find your admin, ask your manager or HR team. *** ### Contacting TZone support #### When to contact support Contact the support team for: ✅ **Technical issues** * login problems * upload errors * dashboard loading issues * notification issues * browser compatibility issues ✅ **Account issues** * password reset problems * notification delivery problems * profile updates not saving * authentication issues ✅ **Billing questions** * subscription questions * invoicing issues * upgrade or downgrade requests ✅ **Bug reports** * unexpected error messages * broken workflows * features behaving incorrectly ✅ **Feature requests** * ideas for improvements * requests for new capabilities * workflow enhancement suggestions #### What not to contact support for ❌ **Policy questions** — ask your organization admin or finance team\ ❌ **Role requests** — ask your organization admin\ ❌ **Expense approval status** — check the record or ask your manager\ ❌ **Reimbursement timing** — ask your finance team\ ❌ **How to use a feature** — check the docs first *** ### How to contact support #### Email support **Email address:** **Response time** * **Standard:** within 24 hours * **Business hours:** Monday-Friday, 9 AM - 6 PM EST * **Urgent issues:** prioritized when they affect multiple users **What to include in your email** 1. **Subject line** * Good: `Unable to upload receipts in Chrome` * Bad: `Help` 2. **Your information** * organization name * your name and role * your registered email address 3. **Detailed description** * what you were trying to do * what actually happened * exact error text * when the issue started 4. **Screenshots** * include screenshots when useful * redact sensitive information first 5. **Steps to reproduce** * list the exact actions that caused the issue 6. **Browser or device details** * browser name and version * operating system * desktop or mobile **Example support email** ``` Subject: Receipt upload fails on mobile Safari Organization: ABC Company Name: Jane Doe Role: Employee Email: jane.doe@abccompany.com Description: When I try to upload a receipt from my iPhone using Safari, I get an error message: "Upload failed. Please try again." I've tried: - Different receipt photos - Clearing browser cache - Using incognito mode Steps to reproduce: 1. Open TZone in mobile Safari 2. Go to Submit Expense 3. Click "Upload Receipt" 4. Select photo from camera roll 5. Error appears immediately Device: iPhone 14 Pro, iOS 17.2, Safari Screenshots attached. ``` #### Live chat Live chat is planned as a future support option. #### Phone support Phone support is available for enterprise customers on dedicated support plans. If you're on an enterprise plan, check your onboarding materials or email to request a callback. *** ### Response time and expectations #### What to expect **First response** * within 24 hours * acknowledgment of your issue * initial troubleshooting steps or follow-up questions **Resolution time** * **Simple issues** — same day * **Medium issues** — 1 to 2 days * **Complex issues** — 3 to 5 days * **Feature requests** — logged for product review **Follow-up** * progress updates when needed * requests for more information if required * confirmation when the issue is resolved #### After hours and weekends Support operates Monday-Friday, 9 AM - 6 PM EST. If you contact support outside business hours, expect a reply on the next business day. Critical system-wide issues are monitored separately. *** ### Self-service troubleshooting #### Common issues and quick fixes **Can't log in** * use **Forgot Password** * check for email typos * clear browser cache and cookies * try incognito or private mode * try a different browser * start with [First-Time Login →](/getting-started/first-time-login.md) **Can't upload receipt** * check file size * confirm file type is supported * compress large images * try a different browser * check your internet connection * use [Upload Receipts →](/documentation/employee-guides/upload-receipts.md) **Dashboard not loading** * refresh the page * clear browser cache * try a different browser * check internet connection * disable browser extensions temporarily * review [Dashboard Overview →](/getting-started/dashboard-overview.md) **Not receiving notifications** * check your notification settings * check spam or junk folders * verify your email address * confirm the event type should trigger a notification * use [FAQ →](/faq.md) **Expense stuck in approval** * open the record and check who owns the next step * review comments and history * contact the approver directly * contact your admin if the approver is unavailable * use [Track Approvals →](/documentation/employee-guides/track-approvals.md) [View FAQ and troubleshooting help →](/faq.md) *** ### Escalation process #### If your issue isn't resolved **Step 1: Reply to the support email** * provide the extra information requested * clarify any missing detail * ask for a status update when needed **Step 2: Request escalation** * reply with `Please escalate` * explain why the issue is urgent * include the impact on your work or team **Step 3: Contact your organization admin** * admins can escalate on behalf of the organization * larger organizations may also have account management support **Step 4: Alternative contact** * billing or contract issues: * enterprise escalations: *** ### For organization admins #### Admin-specific support **Admin support channels** * use * add `[ADMIN]` to the subject line * admin issues may receive priority handling **Admin resources** * [Admin Documentation →](/documentation/organization-admin.md) * [User Management Guide →](/documentation/organization-admin/user-management.md) * [Departments →](/documentation/organization-admin/departments.md) * [Policies & Workflows →](/documentation/organization-admin/policies-and-workflows.md) **Billing and account management** * email: * use this for subscription, invoicing, or upgrade questions **Implementation support** * onboarding for new organizations * migration from other systems * custom workflow setup * integration assistance *** ### Feedback and feature requests #### We want to hear from you **Feature requests** * email * use the subject `Feature Request` * explain what you need and why it matters **Product feedback** * share what works well * share what feels confusing * suggest what could be improved **Bug reports** * email support with detailed reproduction steps * include screenshots and exact errors when possible **Documentation feedback** * email * use the subject `Documentation Feedback` *** ### Community and resources #### Educational resources * [Why Growing Businesses Need Expense Management →](/articles/why-your-business-needs-travel-and-expense-management-software.md) * [Business Travel Management Guide →](/articles/the-complete-guide-to-business-travel-and-expense-management.md) * [Expense Policy Best Practices →](/articles/expense-policy-best-practices.md) #### Video tutorials * Getting Started with TZone * Submitting Your First Expense * Manager Approval Walkthrough * Finance Team Onboarding #### Release notes Stay updated on features and improvements in [Release Notes →](/release-notes.md). *** ### Service status #### Check system status If you're experiencing issues, first confirm whether the issue is isolated or system-wide. **Status page:** `status.techzala.com` **What you'll see** * current platform status * scheduled maintenance windows * incident history * status updates during active incidents **During outages** * real-time updates * estimated time to resolution * workarounds when available *** ### Tips for getting faster support ✅ **Search docs first**\ ✅ **Provide exact details**\ ✅ **Include screenshots**\ ✅ **Use the exact error text**\ ✅ **Try basic troubleshooting first**\ ✅ **Keep one issue per email**\ ✅ **Reply on the same thread**\ ✅ **Be specific about impact** *** ### Hours of operation **Support team** * **Monday - Friday:** 9:00 AM - 6:00 PM EST * **Saturday - Sunday:** Closed * **Holidays:** Closed on US holidays **System availability** * **TZone platform:** 24/7/365 * **Uptime target:** 99.9% * **Scheduled maintenance:** announced in advance, usually during off-hours *** ### We're here to help TZone is designed to be intuitive and self-service, but questions still come up. The support team is here to help you resolve issues faster and keep work moving. **Email:** \ **Business Hours:** Monday-Friday, 9 AM - 6 PM EST\ **Response Time:** Within 24 hours *** **Quick links** * [FAQ →](/faq.md) * [Getting Started →](/getting-started.md) * [Documentation Home →](/documentation.md) * [Home →](/home.md) ### Explore TZone docs * [Home](/home.md) * [Getting Started](/getting-started.md) * [Documentation](/documentation.md) --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://docs.techzala.com/support.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.