Support - Trailfire

Common Questions

Quick answers

The questions we get most often. Each one links into the full process if you want more detail.

How do I get started?

Book a 20-minute walkthrough at /book-demo/. Every account is onboarded by a real person on our team — no self-serve signup.

Full onboarding process

Can I change my plan later?

Yes. Upgrade or downgrade anytime — plan changes prorate automatically and there are no annual contracts or early-termination fees.

How billing works

How are postcard campaigns billed?

Every plan includes a monthly postcard quota. Anything over the quota bills at your plan's per-card rate at the end of the cycle — no surprise mid-month charges.

How campaigns work

Is my customer data secure?

Yes. Industry-standard encryption in transit (TLS 1.3) and at rest (AES-256), tenant-isolated at the database layer, and we never sell your data. Full details in our Privacy Policy.

How your data is handled

Can I cancel anytime?

Yes — one click in Settings → Billing ends the subscription. You keep access through the end of the current cycle, and your data stays exportable for 30 days after that.

How billing works

Support response

When you'll hear back

No bots, no offshore call centers. Every ticket reaches a real person on the Trailfire team — usually faster than the SLA below.

Starter

≤ 1 biz day

Email response within one business day (Mon–Fri, 9am–6pm ET).

• Email: [email protected]
• Self-serve docs + searchable knowledge base

Most common

Growth & Pro

Same biz day

Response within 4 business hours during business hours.

• Email: [email protected]
• Live chat during business hours (coming soon)
• Priority queue routing

Enterprise

≤ 2 hours

Named account manager, custom SLA in your contract.

• Dedicated Slack channel
• Quarterly business review
• Custom onboarding playbook

How can we help?

Getting Started

Reviews & Reputation

Campaigns & Postcards

Referrals

Automation & Rules

Account & Billing

Data & Privacy