> ## Documentation Index
> Fetch the complete documentation index at: https://docs.remapdb.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Support request process

> Submit support requests in Remapdb with the correct form, required details, and faster resolution.

Use this page to submit support requests correctly and avoid back-and-forth.

## Open the support page

* Open [Support](https://app.remapdb.com/support).
* Choose the support flow that matches your issue.

## Request forms available in Remapdb

| Form                                | Where to click                                                | Required fields                            | Plan requirement        |
| ----------------------------------- | ------------------------------------------------------------- | ------------------------------------------ | ----------------------- |
| General support request             | Click the button with the support email address               | Category, Subject, Description, Captcha    | None                    |
| Widget code installation help       | In **Widget code installation**, click **Request help**       | Website URL, Captcha                       | None                    |
| WordPress plugin installation help  | In **WordPress plugin installation**, click **Request help**  | Website URL, Captcha                       | Feature access required |
| Widget complete custom styling help | In **Widget complete custom styling**, click **Request help** | Website URL, Captcha                       | Feature access required |
| Custom auto-reply email domain help | In **Custom auto-reply email domain**, click **Request help** | Business email address, From name, Captcha | Feature access required |

For the full styling-specific guide, open [Widget styling request process](/support/widget-styling-request-process).

<Info>
  If a request form is disabled, check your [plan](https://app.remapdb.com/settings/billing) and [feature access](/feature-availability-by-plan).
</Info>

## What happens after you submit

<Steps>
  <Step title="Your request is validated">
    Remapdb validates required fields and verifies captcha before creating the request.
  </Step>

  <Step title="Request details are stored">
    The request is saved with technical context such as request metadata.
  </Step>

  <Step title="Attachments are linked">
    If you attached files in the general support form, they are linked to the request.
  </Step>

  <Step title="You see confirmation immediately">
    You see a success message that confirms your request was received.
  </Step>

  <Step title="Support replies by email">
    The team replies to your request email. Usual response time is 1 to 3 business days.
  </Step>
</Steps>

## File attachments

* File attachments are available in the general support request form.
* Maximum file size is 20MB per file.
* You can attach images by directly pasting them into the description field while you are typing, or by using the upload button in the attachments section.
* If upload fails, submit the request without files, then include clear text details and re-send files in follow-up.

## Information to include in your first message

* Live page URL where the issue happens.
* Widget ID.
* Exact issue description: expected result and actual result.
* Exact error text and code, if shown.
* Screenshot or short video.
* Time of the latest failed test and your timezone.

## How to find details for support requests

Use this checklist when a form asks for URL, widget ID, or technical evidence.

### Live page URL

* Open the exact page where the issue happens.
* Copy the full address from your browser address bar.
* Use the published/live URL, not an editor-preview URL.

### Widget ID

* Open the [**Installation**](https://app.remapdb.com/widget/install) item in the main navigation.
* In the **Code** tab, open **2. Install widget code**.
* Find the `data-widget="..."` value in the embed script. That value is your widget ID.
* If needed, use [Code installation](/widget/installation/code-installation) for the full example.

### Exact error text and code

* Reproduce the issue once.
* Copy the full message exactly as shown on screen.
* If an error code is shown (for example `0032` or `9017`), include the code with the message.

### Time of latest failed test

* Right after reproducing the issue, note the exact date and time.
* Include your timezone (for example `UTC+2`).

### Screenshots or short video

* Capture the full page state where the issue is visible.
* Include the browser address bar in at least one screenshot.
* If possible, include the exact error message in the capture.

### Vehicle combination used in test (for quoting/widget issues)

* Note the exact selection used:
  * vehicle type
  * brand
  * model
  * generation
  * engine

### Endpoint path and method (for API issues)

* Include the request path (for example `/api/widget/seo`).
* Include the request method (`GET` or `POST`).
* If available, copy this from your integration logs or browser/network logs.
* For MCP-based AI tool issues, include the MCP client name and the prompt or tool call that failed.

## Related actions

* [Support](/support)
* [AI Integrations](/api/ai-integrations)
* [Service status](/support/service-status)
* [Widget styling request process](/support/widget-styling-request-process)
* [Widget not visible](/support/widget-not-visible)
* [Quoting issues](/support/quoting-issues)