Contact and tracking
Use the contact form for sales or support. A saved request receives a ticket number. Sign in using the request email to read replies and add details at Support requests. Messages sent directly to sales@traaxagent.com or WhatsApp are handled manually; they do not automatically appear in the ticket list.
Availability and priorities
Support is currently handled by a small team. No 24-hour staffing or guaranteed response time is offered. We prioritise suspected data exposure, account compromise, unavailable workspaces and payment discrepancies before routine questions. Include the affected page, approximate time and error message; omit private customer details where possible.
Safe assistance
Never send passwords, sign-in codes, recovery codes, full payment card numbers or tax authority credentials. Support will verify identity before discussing account data. A ticket does not authorise a change to financial records, an ownership transfer or a security bypass.
Replies and escalation
Check the ticket page for replies. Email notification delivery is separate from saved ticket status. If the issue continues, reply to the same ticket with new evidence. Closing a ticket does not close your agency or cancel a payment. You may reply again to reopen your own conversation.
Incidents and communication
Published notices appear on Service updates, with investigating, identified, monitoring and resolved states. Notices are entered by support; this is not an automatic uptime monitor. Public notices omit agency and passenger details. Verified affected owners are contacted directly when confidential incident information must be shared.
Scope of support
We help with application use, access, errors and payment verification. Your agency remains responsible for booking accuracy, professional accounting and local legal or tax decisions. Special service levels require a separate written agreement.