TrekGuider Support: A New Help Center and Tickets

We've rebuilt everything about getting help on TrekGuider. The Help Center is now a full library of guides, and instead of a simple contact form there are support conversations: you write to us, see the status, reply in the same thread and come back to it anytime.

The Help Center: 109 step-by-step guides

The Help Center has 109 guides across 16 topics, covering everything from your first purchase to withdrawing your earnings:

• getting started, your account and signing in;
• finding and buying, orders and downloads, payments and your balance;
• seller verification, selling products, earnings and payouts, tax forms;
• subscriptions;
• your creator page, writing for Travel Insights, gifts and supporting creators;
• refunds and payment problems, troubleshooting, connected tools.

Search understands everyday words. Type "cash out" and you'll find the guides about payouts, "money back" brings up refunds, and "login" finds signing in. You can narrow the results to help with buying or with selling.

The Help Center home page has quick answers to the most common questions: where to download something you bought, what to do if a payment failed, how to get a refund, how to cancel a subscription, what seller verification needs and when you can withdraw your earnings. If a short answer isn't enough, there's a link to the full guide right next to it.

Every guide has a table of contents, related guides and links to the next and previous guides in the same topic. You can copy a guide's link and share it.

Need help? Open a ticket

You'll find the Submit a ticket button on the Help Center home page and at the end of every guide. In the form, you:

1. choose a topic: an order, your account, a technical problem, seller verification, a creator question, partnerships, feedback, reporting a problem, security, copyright and more;
2. give the conversation a short title, like "Can't download my guide";
3. if it's about a purchase, pick it from the list so we can see the order right away;
4. describe what happened and, if you like, attach up to five files: screenshots, PDFs or text files up to 10 MB each.

Once you send it, your request gets a reference like TG-SP-… and a confirmation arrives in your inbox.

All your conversations in one place

All your requests live on the Your conversations page. The "Waiting for you" tab shows conversations that need your reply, and "Completed" shows the finished ones. Every request shows its status:

• Sent: your request is on its way;
• With our team: we're looking into it;
• Waiting for you: we've replied and need your answer;
• Resolved: the question is solved;
• Closed: the conversation is closed.

When we reply, you get an email, and if you're on the site, a notification too. Reply right in the conversation on the site, where you can attach new files as well. If your question is solved, click Mark as resolved. If the problem comes back, you can reopen the conversation, with the whole history still there.

No account? No problem

You can write to us without signing up: just add your name and email, and our reply will arrive by email. If you later create an account with the same address and confirm it, your earlier requests will show up in your account.

How to get an answer faster

• Pick the purchase from the list if your question is about an order.
• Attach a screenshot of the error or of the page where you got stuck.
• Don't send passwords or sign-in codes. We never need them.
• Upload seller verification documents through the verification form, not in a ticket.
• To get a refund for a product, open My Purchases → Orders and click Request Refund next to the purchase. The request goes to the product's creator.

Take a look at the Help Center first: chances are the answer is already there. And if it isn't, click Submit a ticket.