Support tickets
Email support is available on every plan — the free trial and all paid plans. Open a ticket from your dashboard (or the public contact form when you're logged out), and you and the TrueCite team reply in one threaded conversation. Every reply also lands in your email. We usually respond within one business day.
Opening a ticket
From the dashboard
Go to Support in the sidebar (Workspace group), click New ticket, write a subject and message, and choose a priority. As you type the subject we suggest relevant help docs — your answer may already be one click away.
When you're logged out
Use the contact form at truecite.ai/support. You'll get replies by email — no account required.
You get a ticket number
Every ticket is assigned a number like TC-0000001042. We email you a confirmation the moment it's created, with the number and a link to view it. Keep the number handy — it's in the subject line of every email about that ticket.
Tracking & replying
Threaded replies
Our reply appears in the ticket thread and in your inbox. Reply from the dashboard — the whole conversation stays in one place with full history.
Email confirmation & updates
You get a confirmation email when the ticket is created and an email whenever we respond, each with a direct link back to the conversation.
Anonymous? Use your magic link
If you opened a ticket while logged out, our reply email includes a secure magic link. Click it to read the full thread and reply back — still no account required.
Statuses
Tickets move through open → awaiting reply → resolved → closed. A closed ticket can't be replied to — open a new one instead.
Priority levels
Set a priority when you open a ticket so we can triage the most urgent problems first. Pick the one that matches your situation — it's a signal to us, not a hard SLA:
A question or minor issue with no time pressure.
The default — something that affects your work but isn't blocking.
A significant problem impacting your ability to use TrueCite.
Production is broken, billing is wrong, or you're fully blocked.
Attachments
Attach screenshots and diagnostic files to a new ticket or any reply. Allowed file types: images (PNG, JPG, GIF, WEBP) and diagnostics (.log, .txt, .json, .csv, .har, .pdf). Size and count limits depend on your plan:
Up to 5 files per message, 10MB each.
Up to 3 files per message, 2MB each.
Up to 1 file per message, 2MB each.
Attaching a browser console log (.log/.txt), a HAR network capture (.har), or a screenshot helps us diagnose issues far faster than a description alone.
Attachments are kept only while the ticket is active. Files are automatically deleted 30 days after a ticket is resolved or closed — the conversation history stays, but the attached files are removed. Save your own copies if you need them long-term.
Need something else? The public contact form at truecite.ai/support reaches the same team.
Last updated: June 2026 — TrueCite documentation is updated with every product release.
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