How to open a support request
You can contact the NeuralTrust Support team from this portal or by email. Every request, whichever way you send it, appears in Your requests, so you can follow it in one place.
Before you start
Sign in with your work email. Click Sign in and enter the email you use with NeuralTrust. We’ll send you a 6-digit code, so you don’t need a password. If you get an “Access restricted” message, your email isn’t linked to your organization yet. Write to support@neuraltrust.ai and we’ll add you.
Check the documentation first. Many setup and configuration questions are answered at docs.neuraltrust.ai.
Opening a new request
Go to Your requests and click New request.
Fill in the form:
Product: TrustGate, TrustGuard, TrustLens, or Account & Billing.
Request type:
Issue: something isn’t working as expected.
Question: how to use or configure something.
Feature request: something you’d like us to build.
Security: a suspected vulnerability or security concern. See the section on reporting a security issue below.
Severity: how much the problem affects you. See the table below.
Environment: Production, or Staging/Development.
Organization / Tenant ID (optional): this helps us find your workspace faster.
Description: what happened and what you expected to happen.
Click Submit. You’ll get an email confirmation, and the request will appear in Your requests.
Choosing the right severity
Severity | When to use it | Examples |
|---|---|---|
S1 – Critical | Production is down or unusable, with no workaround. | Gateway rejecting all traffic; complete outage of a protected application. |
S2 – High | Production is seriously degraded or a key feature is broken. A workaround may exist. | High latency on the gateway; policies not being enforced for a subset of traffic. |
S3 – Normal | Non-critical issue or a problem in a non-production environment. | Dashboard showing incorrect data; error in staging. |
S4 – Low | General question, guidance, or a feature request. | How to configure a policy; request for a new integration. |
Please pick the severity that matches the actual impact. It decides how we prioritize your request. If the impact changes, reply to the request and let us know.
What to include
Including these details from the start helps us fix things faster:
What you were doing when the problem happened, and the steps to reproduce it.
When it started (date, time, and time zone) and whether it’s still happening.
Request IDs, trace IDs, or timestamps of affected calls.
Exact error messages, screenshots, or short screen recordings.
Recent changes on your side, such as new policies, deployments, or configuration updates.
Don’t send secrets. Never include API keys, passwords, access tokens, or personal data in a request. If we need sensitive information, we’ll tell you how to share it securely.
Following up on your requests
Open Your requests to see all your requests and their status:
In progress: our team is working on it.
Waiting for you: we need more information or a confirmation from you.
Done: the request is resolved. If the problem comes back, reply on the same request and it will reopen.
You can reply from the portal or directly to our email notifications. Both end up in the same conversation.
Involving your colleagues
Add colleagues: add teammates to a request so they get updates and can reply.
Shared visibility: people from your organization can see the requests their colleagues have opened, so check Your requests before opening a duplicate.
Contacting us by email
You can also write to support@neuraltrust.ai. Your email becomes a request automatically and shows up in Your requests. For anything urgent (S1), please use the portal form and select S1 so it’s prioritized immediately.
Reporting a security issue
If you think you’ve found a vulnerability in a NeuralTrust product, open a request with Request type: Security, or email support@neuraltrust.ai with “Security” in the subject. Please don’t share details of the issue publicly until we’ve confirmed it’s fixed. Security reports go straight to our security team.