TrustEngine Support: Phone Support Policy

Our Support channels

We're here to help through the channels below:

So we can track every request, keep a complete history, and prioritize fairly, all requests are created as Support Tickets with updates sent to you by email, no matter how they reach us. 

To check the current status of our systems and any ongoing incidents, visit our Status page: https://status.trustengine.com/.

Phone Support Policy

Phone support gives you a direct line to the TrustEngine Support team for time-sensitive issues that stop you from working. Every call is logged as a support ticket so your history stays in one place, and any follow-up continues on that same ticket by email, from first contact to resolution.

Phone Support Hours:

9:00 AM - 5:00 PM ET, Monday through Friday, excluding company holidays.

Outside business hours:

If you call outside our phone support hours, you'll reach voicemail. Leave your name, your email, and a brief description of the issue, and we'll open a ticket and follow up on the next business day.

What phone support covers:

Phone support is designed for urgent problems that block a critical task and can't wait for email. Please call us when you experience:

• Login / access issues: you can't sign in to your MortgageCoach account.
• A critical feature is down with no workaround, meaning you can't deliver work to your client, such as:
  • You can't create any TCAs.
  • You can't share any TCAs (link isn't working).
  • You're not receiving alerts or opportunities, across your accounts or organization.

Other issues:

If your question is about something outside the topics above (for example a how-to question, a cosmetic or formatting issue, a billing or account request, or a problem that has a workaround), you're welcome to send us a direct email. 

If you prefer to call, we'll take the details on the call, and then continue and resolve the request by email on that same ticket. This keeps a clear written record and lets the right specialist give it the attention it needs.

What to expect on a call:

• Identity verification. For your account's security, we'll confirm your name and the email on your TrustEngine account before making changes or sharing account details.
• Call recording. Calls may be recorded for quality and training; you'll hear a brief notice at the start of the call.
• A ticket every time. Each call creates a support ticket. We'll confirm your email so any follow-up stays on the same thread.
• Not everything is solved on the call. Some issues need a screen-share or deeper analysis by another team. When that happens, we'll agree on the next step and continue by email on the same ticket, you can simply reply to that thread.
• Your feedback. When your ticket is closed you'll receive a short summary and a satisfaction survey by email.
• Please don't share sensitive data by phone: no passwords, and no borrower or end-client personal or loan details.