Use **Chat** in the editor when it is available, or email **[customer@traffic-chart.com](mailto:customer@traffic-chart.com)**.

Signed-in personal and organization customers can use support chat when it is enabled. Open **Chat** or **Help** → **Ask our AI assistant**. The assistant answers from our knowledge base first; ask for a person if you need the team. You do not need to buy a credit to contact support. If chat is missing or cannot connect, use email. [Help inside the app](/hc/test/articles/in-app-help-us).

![Help dialog — Email support is customer@traffic-chart.com](https://hel1.your-objectstorage.com/traffic-chart-tutorials/helpcenter/en_US/getting-started/help/02-help-dialog.png)

This page is only what to send so we can act. In-app **Help**, **How to?**, and the **Home** footer are in [Help inside the app](/hc/test/articles/in-app-help-us).

## What to include

Include these details in your chat or email:

- **Workspace name** — **Personal**, or the organization from **Switch workspace** (for example **Acme Events**)
- **Plan URL** — paste the address bar (`https://app.traffic-chart.com/traffic-plans/…` or the event-plan equivalent)
- **Screenshot** — the dialog, lock, blank map, or error, not an empty desktop
- **Browser** and device — for example Chrome on Windows, or Edge on a laptop
- Account **email** (send from that mailbox if you can)
- What you clicked, and what you expected

Add only if it applies:

- Approximate **date/time** and timezone for a payment or a stuck export
- Stripe receipt or last four digits — **do not** pay a second time while you wait
- **Country** and sign code for a missing plate
- For review: whether the header says **In review by municipality** or **Plan approved**, and whether you are the **assigned editor**

## Before you write

Search this help center. Start with the [FAQ](/hc/test/articles/faq-us).

| Problem | Article |
|---------|---------|
| Plan missing from Home | [My plan does not appear in the list](/hc/test/articles/plan-not-in-list-us) |
| Cannot edit | [I can’t open or edit a plan](/hc/test/articles/cannot-edit-plan-us) |
| Plan locked for review | [My plan is locked for review](/hc/test/articles/plan-locked-for-review-us) |
| Cannot place signs | [I can’t place more signs](/hc/test/articles/cannot-place-more-signs-us) |
| Map white or stuck on **Opening Map Environment...** | [Map will not load or stays blank](/hc/test/articles/map-will-not-load-us) |
| Export broken | [Export fails or is blank](/hc/test/articles/export-fails-us) |
| Paid but not unlocked | [Payment succeeded but plan not unlocked](/hc/test/articles/payment-succeeded-plan-not-unlocked-us) |
| Invitation will not accept | [I cannot accept an organization invitation](/hc/test/articles/organization-invite-problems-us) |
| Login / email | [Email verification and login problems](/hc/test/articles/email-verification-login-us) |
| **Not enabled for Personal.** or suspended workspace | [Workspace unavailable or not enabled](/hc/test/articles/workspace-unavailable-us) |
| After Stripe | [Payment status after checkout](/hc/test/articles/payment-status-after-checkout-us) |
| Missing sign or object | [Request a missing sign or object](/hc/test/articles/request-a-missing-item-us) |

## What good looks like

One email from the account address, with the workspace name, plan URL, screenshot, and browser. Support can match the account without a second checkout.