Something isn't working

When to use this

A page won't do what you expect, a button does nothing, or something looks wrong. Or you'd rather ask a person than read on.

Before you start

Anyone signed in to your church can report a problem or email support. You don't need a role.

Check two things first, because they cause most surprises:

• Is the part you need turned on? Staff see parts that are off marked not on yet. An admin turns them on. See Turn parts on.
• Does your role open that page? Leaders see only their own groups, finance sees giving, and so on. See Who can do what.

Steps

Try the simple things

1. Refresh the page.
2. Check your internet connection, especially on a phone.
3. Sign out and back in, from your menu.
4. Search this help center for the screen you're on.

Report a problem

1. Stay on the page where it went wrong.
2. Open your own menu, the one with your email, Your profile and Sign out.
3. Press Report a problem.
4. Answer What were you trying to do? Be specific: "Take roll for last Tuesday's meeting", not "attendance".
5. Answer What happened instead? Say what you pressed and what you saw, including any message word for word.
6. Under How much is it in the way?, pick I can't get my work done or It's in the way, but I can work around it.
7. Press Send the report.

You get a report number. Note it if you'll want to ask about it later.

Email support instead

If you'd rather write, or the report form won't open:

1. Open your menu and press Get help.
2. Your mail app opens an email to support@trellischurch.app. Your church, your sign-in email and role, the page you were on and your browser are already written in. You can delete any of it before you send.
3. Write what you were trying to do and what happened.
4. Send it.

You can also write to support@trellischurch.app from any email address.

Have an idea, not a problem

Press Share an idea in the same menu. The Ideas page shows ideas and where each one stands.

What happens next

• Every report is read by the Trellis team.
• If you sent it from a billing or giving page, someone writes back by email, because money needs a person.
• For anything else, Trellis looks into it and writes to you if it needs to know more.
• When a problem you reported is fixed, you may get an email saying so.

If something goes wrong

• The report didn't send. Try again in a minute, or email support@trellischurch.app.
• You've sent several reports in a short time. Trellis limits how many one person can send in an hour. Wait a while, or email support.
• You think someone can see something they shouldn't. Email support@trellischurch.app straight away, and tell your church's admin. Don't look further than you need to.
• A device with Trellis open was lost or stolen. Tell your church's admin the same day.

Who to ask

• Your church's admin can turn parts on, change roles and fix settings. Most "I can't see it" problems are theirs to solve.
• A group's leader can fix that group's roster and attendance.
• Trellis support: support@trellischurch.app.

Still stuck? Ask Silas