# Getting support

If a troubleshooting page didn't answer your question, or something looks genuinely wrong with your account or a
monitor, reach out directly.

## How to reach us

- **Email:** [ht2support@host-tracker.com](mailto:ht2support@host-tracker.com) - the most reliable channel for
  account-specific issues.

## What to include

The more of this you can give us up front, the faster we can help:

- **The monitor ID or name** (and the URL it checks), if your question is about a specific monitor.
- **When it happened**, in your own time zone, and which time zone that is - times shown in HostTracker are
  rendered in your account's configured time zone, so being explicit avoids back-and-forth.
- **What you expected** to happen versus **what actually happened**.
- Any relevant **screenshot of the check log, incident, or alert** you're asking about.
- If it's a billing or account question, the **login/account email** the issue is on.

## Before you write in

A few pages answer the most common questions directly:

- [Short outages recorded as long downtime](/troubleshooting/short-outages/)
- [My site is up but shows down](/troubleshooting/up-but-shows-down/)
- [Common check errors and what they mean](/troubleshooting/common-errors/)

If you're integrating with the API or MCP server and something doesn't behave as documented, include the
exact request (method, path, and body if any) and the response you got - a raw response is far faster to
diagnose than a description of it.

## Related

- [How down detection works](/monitors/down-detection/)