rallyHelp

Chapter 12 · Help and glossary / 12.3

Contacting support

How to reach the Rally team at help@rallywith.ai, what to include, and what never to send.

If you have worked through Common problems and fixes and Rally is still not behaving, write to the people who make it.

How to reach us

Email help@rallywith.ai. We reply within two business days.

That one address covers questions, problems, feedback and requests for a feature you wish Rally had. You do not need to work out which team to write to.

To find your way back to the Rally website from the app, use Help → Rally website in the menu bar.

What to include

The aim is a first reply that fixes the problem instead of asking you questions. These help most:

  • What you were doing. "I clicked Connect for Linear in Settings → Connections" is far more useful than "Linear is broken".
  • What you expected, and what happened instead.
  • The exact wording of any message. Copy it, or take a screenshot. For a link that would not open, the sentence in the Rally could not open that link window is exactly what we need.
  • The Request ID from a Run failed card. Click the copy button beside it and paste it into your email. It lets us find that one run among all the others. The card is described in While Rally works.
  • Roughly when it happened, with your time zone.
  • A link to the Channel, if the problem is in one. Use Copy link as shown in Search and links. A link grants nothing by itself, so it is safe to send: it only tells us where to look.
  • Your Rally version. It is under Settings → Application → About, or Rally → About Rally in the menu bar.
  • Which device: the Mac app, the iPhone app, or Rally in a web browser.
  • Which connector, if the problem involves one, and whether it is your personal connection or the Organization's.
  • Screenshots, once you have covered or cropped out anything private.

What never to send

Some things should never go in an email to anyone, including us. None of them helps us find a problem, and most of them would let whoever reads the email into your accounts.

  • Passwords, for Rally or any other service.
  • Sign-in codes, sign-in links or invitation links.
  • API keys, access tokens, or the codes a tool shows you while you connect it.
  • An inbound webhook's signing secret.
  • Header values you entered for a custom MCP server, which often contain keys.
  • Private messages, whole customer documents, or anyone else's personal information.

If a screenshot would show any of these, crop or cover that part first. The Request ID, the error message and the Channel link are enough for us to find what we need on our side.

Warning

If you sent a secret by mistake, replace it at its source: change the password, or create a new key or signing secret and delete the old one. Then let us know in a reply.

Reporting a security problem

If you think you have found a security weakness in Rally, use the same address with the subject Security report. The Trust Center and reporting a security problem says what to include and what happens next.

For questions about your own data, such as asking for it to be deleted, see What Rally keeps, and deleting your data.