# Contact support

Support can help with scenario failures, test results, account capacity and billing questions. Run and scenario identifiers help us find the issue quickly.

## Helpful details {#include}

- Run and scenario identifiers, timestamp and timezone.
- Target environment, relevant traffic settings and expected versus observed behavior.
- The first failed action, exact error and a sanitised excerpt or screenshot.
- For billing: recorded usage, applicable period and the amount you cannot reconcile.
- For capacity: permission to test the target, planned timing, locations, sessions, arrival window and expected scenario duration.

Do not send passwords, access tokens, payment information or personal data. Remove sensitive values from URLs and screenshots.

## Get in touch {#contact}

You can reach the team using the email link below. Run and scenario identifiers help us locate the issue. For a live test with unexpected impact, stop the run and coordinate with the site owner before waiting for a support response.

## Related guide {#next-step}

[Read the troubleshooting guide](https://userlimit.com/documentation/help/troubleshooting.md)