How the main support-request form works
The support page includes the general support-request form. Signed-in requests are attached to your account so the status appears in Support Tickets. Signed-out requests can still be submitted, but they should include a contact email because they do not appear in the in-site ticket list.
Only subject and description are required. The page URL, related reference, and contact email fields are optional, but they help support answer faster when you have them.
When you are already signed in, the support page shows the account user name that will be attached to the ticket and starts the contact-email field with the account email on file.
- General question: Use this when you need product guidance, a workflow explanation, or help choosing the right page.
- Sign-in or account: Use this for login trouble, linked-provider issues, password resets, email changes, or account security questions.
- Notes, maps, or images: Use this for note editing, categories, public or private visibility, map placement, uploads, galleries, or image moderation follow-up.
- Team or membership: Use this for invites, join requests, admin actions, team exports, team-owned notes, or membership access problems.
- Trackable or code flow: Use this for public codes, secret codes, QR access, activation, group assignment, journeys, comments, or direct map reports.
- Privacy or deletion: Use this for exports, retention, privacy concerns, account deletion, team deletion, or legal follow-up that is not handled by the self-service delete page alone.
- Bug or unexpected behavior: Use this when the website or Android app is malfunctioning and you are not already on an error page with a tracked ticket number.
Other support-ticket types
LocationNotes uses the same ticket store for more than one workflow, so not every support ticket starts from the general support-request form.
- General support requests start from the Support page and are meant for product help, workflow questions, privacy follow-up, and bug triage.
- Content and safety reports start from report buttons on public pages, comments, or images when something is offensive, misleading, unlawful, or misplaced.
- Tracked error tickets start from the website error page or the compliance error API when the site or Android app already has a specific failure ticket number.
When to use a report button instead
If the issue is about a specific public note, comment, image, team page, profile page, trackable page, or trackable-group page that should be reviewed for safety or policy reasons, use the report control on that content instead of the general support-request form.
That keeps the ticket tied directly to the offending page and content fragment so super-admin review has the right context from the start.
Status tracking and replies
- Signed-in reporters can reopen the ticket history from Support Tickets and see whether it is Reported, Reviewing, or Resolved.
- Signed-out reporters do not get the in-site ticket list, so they should include a contact email when they need a reply.
- Support tickets are reviewed by super-admin workflows, and resolution notes are written back onto the ticket when the review is closed.
What to include
- A short subject that makes the problem easy to spot later.
- The page URL, path, or screen where the issue happened.
- Any related user name, team slug, note ID, trackable code, or invite link that narrows the issue down.
- The exact error text, screenshots, and the steps that led to the problem when you can provide them safely.
- Never include passwords, provider secrets, or full payment-card data.