Contacting TrailerBase Support

Contacting TrailerBase Support

Whatever your question, we want you to get an answer fast. Here is exactly how to reach us, what to expect, and how to help us help you.

Email

The primary channel for support is email:

[email protected]

Email works for everything — quick questions, bug reports, billing issues, feature requests. You can write from any email address, but using the email tied to your TrailerBase account helps us find your data faster.

In-App Chat

If you are logged in, you have a chat bubble in the bottom-right corner of every page. Click it to start a conversation. Messages sent through the bubble are routed to the same team as email, but they arrive pre-linked to your account, which saves a round trip of verification.

Chat is ideal for questions while you are working inside the dashboard — "Why is this button gray?" or "How do I find X?" — and for sending screenshots quickly.

Response Time by Plan

We prioritize tickets based on your plan:

• Launch plan — Under 48 hours, typically faster
• Pro plan — Under 8 hours during business hours
• Advanced plan — Under 1 hour during business hours
• Business hours — 8 AM to 8 PM Eastern, Monday through Friday

Outside of business hours, response times extend, but we still check for urgent issues (anything blocking payments, your public website, or an active rental) several times per evening and weekend day.

If your issue is truly urgent — a stolen trailer, an emergency refund, a locked-out renter at midnight — say so clearly in the subject line ("URGENT: renter locked out of trailer 14") and we will prioritize accordingly.

What to Include in a Bug Report

Good bug reports get fixed faster. When you write in, please include:

1. What you were trying to do — "I was trying to send a reservation confirmation email."
2. What happened instead — "The email did not send and I saw an error banner that said 'Delivery failed.'"
3. A screenshot — Even a crappy phone photo of your screen is better than nothing. If you can, capture the full browser window so we see the URL bar.
4. The URL of the page — Copy-paste the full URL, especially if the issue is specific to a reservation or trailer.
5. Your browser and device — "Chrome on Windows 11" or "Safari on iPhone 14."
6. Timestamps — Approximate when the issue happened. Our logs are time-indexed.

For payment issues, include the Stripe charge or invoice ID. For calendar issues, include the time zone on your device. For GPS issues, include the device serial number. The more context up front, the fewer back-and-forths we need.

Feature Requests

We genuinely love feature requests. If you have an idea for something that would make your business run better, send it our way. We keep every request in a product backlog, and we ship in response to customer input every week. Mention "feature request" in the subject so we can route it to the right queue.

Talking to a Human

Most tickets are answered by a real human on our team from the start. For complex issues, we may escalate to an engineer or to our on-call ops team. You will always know who you are talking to — responses are signed, and you can reply to any thread with follow-up questions.