---
title: Get help
description: How to reach the TSync team — where to write, what to include so we can help fast, and quick fixes for the most common questions.
product: TSync Intelligence 11.3.6
language: en
canonical: https://docs.tsync.pro/support/
source: https://docs.tsync.pro/llms.txt
---

# Need a hand? 🤝

We're happy to help. Before you write to us, it's worth a quick look at the guides below — there's a good chance your answer is already there and you'll be sorted in a minute.

## Maybe the answer is already here

- [Getting started](quick-installation-getting-started-tutorial.md)
- [I get a "404" error after installing](404-not-found-after-installation.md)
- [Set up the cron job](setup-cron-job.md)
- [The encryption key, explained simply](encryption-key-explained.md)
- [Change a piece of wording without losing it on the next update](overwrite-translation-text.md)
- [What is a "Base URL"?](faq/what-is-base-url.md)

## How to reach us

📧 **Email:** contact@tsync.pro

🌐 **Website:** https://tsync.pro

Write to us in plain language — describe what you were trying to do and what happened. You don't need to use any technical terms.

## When something's broken, tell us this

The more you can tell us, the faster we can help. When you write, it really helps to include:

1. **What you were trying to do** — the task you were on, starting from what you clicked.
2. **What went wrong** — the exact message you saw, or even better, a **screenshot**.
3. **What you expected to happen** instead.
4. **Your TSync version** — you'll find it in *Settings → Info*. (No worries if you can't find it; just say so.)

A screenshot of the message on screen is usually the single most useful thing you can send.

### Please don't send us

To keep your business safe, never include in a message:

- ❌ passwords or login details
- ❌ secret keys or codes from your setup
- ❌ full lists of your customers' personal data

We'll never need any of those to help you.

## Got an idea for a new feature?

We'd love to hear it. Email **contact@tsync.pro** and tell us:

- **The problem you're trying to solve** (the real-life situation).
- **How you imagine it working.**
- **How you handle it today**, if there's a workaround.

It helps us prioritise if you mention how many people it would help and how often it would come up.

## How quickly we get back to you

- **Something urgent** (you can't work, or data looks lost): within **24 hours**.
- **A normal problem** (something's off but you can still get by): **2–3 business days**.
- **A feature idea**: a first reply within **5 business days**.

## Quick fixes for common questions

### 🔒 "Too many failed attempts" — I'm locked out

For your security, TSync briefly locks the door after several wrong password tries in a row. Just **wait about 15 minutes** and try again with the correct password, and you'll be back in.

### 💳 "Stripe is not configured" on Subscriptions

Stripe is an optional payment service for recurring billing. If you don't use it, you can simply ignore that message. If you do want it, an administrator can switch it on under *Settings → Payment Gateways*.

### 🎨 The app still looks "old" after an update

Your browser is showing you a saved copy of the old version. A **hard refresh** clears it: press **Ctrl + Shift + R** (on Windows) or **Cmd + Shift + R** (on a Mac), and the new look appears.

### 📧 Emails aren't going out

A few friendly things to check:

1. Make sure email is set up under *Settings → Email*, and use the **Send test email** button to confirm it works.
2. Make sure your scheduled task (the [cron job](setup-cron-job.md)) is running — TSync sends emails from a queue, so this needs to tick along in the background.

If the test email won't go through, [send us](mailto:contact@tsync.pro) the result and we'll help.

### 🌐 A page shows "404 — not found"

This is almost always a small setup detail from installation. See [I get a "404" error after installing](404-not-found-after-installation.md) for the fix, or reach out and we'll sort it with you.

## Community

We're working on a public forum and chat so users can swap tips and help each other — coming soon.