At TrustLogin, we aim to resolve every inquiry we receive as quickly as possible.
This page introduces some key points to keep in mind when contacting us, to help resolve your issue faster.
We hope you find it useful.

Table of Contents: Please Contact Us as an Administrator Please Provide Your Company ID About How to Contact Us Please Clearly State Your Goal and the Issue You Want to Resolve Please Describe Your Situation Accurately Please Try General Troubleshooting Steps First Please Help by Checking the Support Site Please Help With Initial Troubleshooting

■ How to Contact Us

Please Contact Us as an Administrator

・In many cases, resolving an issue requires accessing the Admin Page to check settings or perform an operation.
・Designating a single point of contact for inquiries also helps prevent duplicate questions.

Please Provide Your Company ID

・Providing this in advance helps us confirm your contract and usage status, allowing for a smoother response.

Note: Regardless of whether you contact us by email, phone, or chat, inquiries are generally handled in the order received.
Note: Even if you contact us by phone or chat, please note that we may switch to email correspondence
　if detailed information needs to be confirmed.

■ About Your Inquiry

Please Tell Us Your Goal and the Issue You Want to Resolve

・Letting us know your specific goal and background can lead to a faster resolution
　and help us recommend more suitable features.

Please Describe Your Situation Accurately

・Providing detailed information in advance minimizes the back-and-forth needed to confirm your situation
　and helps shorten the time it takes us to respond.

　- Please tell us exactly what operations or settings you performed.
　- Please tell us the error details, the date and time the issue occurred, and any log information from that time.　
　- Please use the terminology shown on the TrustLogin screens when describing the issue.
　- Including a screenshot of the actual screen makes it easier for us to check.
　- Please let us know if you have already tried anything on your end.
　- For ongoing issues, providing the case number makes it easier for us to check.
　　Note: Case numbers are only issued for inquiries submitted by email.

■ Things to Try Before Contacting Us

Please Try General Troubleshooting Steps First

・If possible, please try clearing your cookies and cache, or restarting your browser or device.

How to Delete TrustLogin Cookies [For Google Chrome] Settings ＞ Privacy and security ＞ Cookies and other site data ＞ See all site data and permissions, then delete the data for "trustlogin.com" [For Microsoft Edge] Settings ＞ Cookies and site permissions ＞Manage and delete cookies and site data ＞ See all cookies and site data, then delete the data for "trustlogin.com"

　

Please Help by Checking the Support Site

・Please check whether the settings you configured match the instructions in the manual.
・For some options, we also provide troubleshooting pages, so please make use of them.

Please Help With Initial Troubleshooting

・If a problem is occurring, checking whether it can be reproduced will make later troubleshooting go more smoothly.

　- Please tell us the scope of the issue (whether it affects only specific users or all users).
　- Please tell us whether the issue occurs in a different environment (e.g., a different device or network).

We appreciate you reviewing the points above, as it helps us provide a more accurate and prompt response.

If you have any questions or concerns, please feel free to contact us here.
Note: Support hours: Weekdays 10:00 AM – 6:00 PM