How to Contact Support
How to Contact Support
We're here to help. Whether something isn't working, you have a question about a feature, or you want to share feedback — reach out and a real person will get back to you.
Chat support (fastest)
The quickest way to reach us is through the chat widget inside RoundTrip.
- Log in to RoundTrip at roundtrips.app
- Click the chat bubble in the bottom right corner of any page
- Click Send a message
- Describe what you need help with
- We'll respond as soon as possible during business hours
Business hours: Monday – Friday, 9am – 6pm Eastern
Typical response time: Within a few hours on business days
Email support
You can also reach us by email at any time:
We monitor this inbox during business hours and aim to respond within one business day.
What to include in your message
The more detail you give us, the faster we can help. If something isn't working, please include:
- What you were trying to do — e.g. "I was trying to send an invoice for ticket RT-2026-00042"
- What happened instead — e.g. "I clicked Send Invoice but nothing happened"
- Any error messages — copy the exact text if you see one
- Your browser and device — e.g. Chrome on Windows, Safari on iPhone
- Screenshots — attach them if helpful
Response time targets
Priority | Examples | Response time |
|---|---|---|
Critical | Can't log in, data missing, app down | Within 2 hours |
High | Core feature not working, billing issue | Within 4 hours |
Normal | Questions, minor issues, how-to help | Within 1 business day |
Low | Feature requests, general feedback | Within 3 business days |
Feature requests and feedback
We love hearing from our customers. If there's something you wish RoundTrip could do, tell us — your feedback directly shapes what we build next.
Use the chat widget or email support@roundtrips.app with the subject line Feature Request and describe what you'd like to see.
Founding customers
If you're a founding customer, you have a direct line to Pete and Robin. Reply to any email you've received from us or reach out at hello@traxsgroup.com.
Updated on: 05/07/2026
Thank you!