Trussara Support

Veltrana Studios LLC — Trussara
Support Email: support@veltranastudios.com
Last Updated: October 10, 2026

Emergency and Jobsite Safety Notice

Trussara Support is not an emergency service and is not monitored as an emergency-reporting channel.

Do not use support email, push notifications, Daily Logs, comments, or other Trussara features to report an emergency or immediate workplace hazard.

If anyone is in danger or an immediate hazard exists:

• Call 911 or the appropriate local emergency service;
• Follow the jobsite’s emergency procedures;
• Notify the responsible site supervisor or safety representative; and
• Contact the appropriate workplace or government authority when required.

Submitting an incident or safety entry in Trussara does not notify emergency responders and does not automatically satisfy official reporting requirements.

Contact Trussara Support

For help, email: support@veltranastudios.com

Suggested subject format:

Trussara Support — [Category] — [Short Description]

Examples:

• Trussara Support — Sign In — Password reset not arriving
• Trussara Support — Time Clock — Location unavailable
• Trussara Support — Documents — Upload will not finish
• Trussara Support — Mobile Layout — Text is cut off

Information to Include

Including the following information helps Veltrana investigate the issue without requesting unnecessary personal or project information:

• Your Trussara account email address;
• Your organization name, if relevant;
• The affected project name, if relevant and safe to provide;
• The affected Trussara section, such as Projects, Time Clock, Daily Logs, Punchlists, Financials, or Plans & Documents;
• Your device type and model;
• Your Android or iOS version;
• Your Trussara version and build number;
• Whether the app displays Staging or Production;
• The approximate date and time the problem occurred;
• Your time zone;
• The exact error message displayed;
• What you expected to happen;
• What actually happened;
• The steps that cause the problem;
• Whether the problem happens every time; and
• A redacted screenshot, if it helps explain the problem.

You can find your Trussara version and environment under: Settings > My Account > App details.

Information You Must Not Email

Never send Trussara Support any of the following by email:

• Your password;
• A one-time password or email verification code;
• A multi-factor authentication or authenticator code;
• A password-reset link;
• An organization or client invitation link or token;
• An authentication, access, or refresh token;
• An API key, database credential, or private signing key;
• An Android keystore or keystore password;
• A full payment-card number or bank-account credential;
• A Social Security number;
• Government identification;
• Unnecessary medical information;
• A complete confidential construction plan set;
• A full database export; or
• Unredacted employee, customer, client, or subcontractor records.

Veltrana will never ask for your password, authenticator code, recovery code, signing key, or complete payment information.

Before attaching a screenshot, redact unrelated names, addresses, phone numbers, precise locations, financial amounts, project details, and other confidential information.

Basic Troubleshooting

Try these steps in order:

1. Confirm that your device has a stable internet connection.
2. Confirm that you are using the correct Trussara account email.
3. Confirm that the correct organization and project are selected.
4. Install the latest available Trussara version from the official app store.
5. Close and reopen Trussara.
6. Confirm that your device date, time, and time zone are set automatically.
7. Restart the device if the problem continues.
8. Review the operating-system permission required for the affected feature.
9. Write down or capture the exact error before trying the action again.
10. Contact your organization administrator for access or permission issues.
11. Contact Trussara Support if the issue continues.

Do not clear Trussara’s app storage, uninstall the app, create a replacement account, or repeatedly submit the same record until you have confirmed that important information has synchronized.

Clearing app storage or uninstalling could remove locally pending upload information. Repeating a failed-looking action may also create duplicate records if the original request completed.

Sign-In Help

Forgotten Password

1. Open the Trussara sign-in screen.
2. Select Forgot password?
3. Enter your work email address.
4. Select Send reset link.
5. Check your inbox, spam, junk, and company email quarantine.

Request one reset email and wait for it before requesting another. Newer reset links may replace earlier links.

A new Trussara password must contain at least 12 characters, including at least one letter and one number.

Email Confirmation

If Trussara says your email is not confirmed, use Resend email and check your spam, junk, and company quarantine folders.

Organization email-security systems can delay or block automated messages. Ask your organization’s email administrator to allow legitimate email relating to Trussara when necessary.

Changing Your Email or Password

When signed in, open:

Settings > My Account

Available account controls include Change email and Change password. Security verification may be required before the change is completed.

Authenticator and Multi-Factor Authentication Help

Trussara uses authenticator-based six-digit security codes when multi-factor authentication is enabled. Trussara does not currently use SMS text messages for multi-factor authentication.

If an authenticator code is rejected:

• Confirm you selected the correct Trussara entry in the authenticator app;
• Confirm your device date and time are set automatically;
• Enter the newest six-digit code before it changes;
• Do not reuse a previously accepted code; and
• Contact support if you permanently lost access to the enrolled authenticator.

Never email an authenticator code to Veltrana.

Invitation and Organization Access Help

Organization Invitation Does Not Work

• Use the newest invitation you received;
• Do not forward invitation links to another person;
• Sign in using the exact email address that was invited;
• Confirm that the invitation has not expired or been revoked; and
• Ask the organization owner or administrator to review and resend it.

Client-Portal Invitation Does Not Work

Use the exact email address that received the client-portal invitation. If the invitation is expired, invalid, or revoked, contact the contractor or organization that sent it.

Organization, Project, or Feature Is Missing

Access can depend on:

• Your active organization membership;
• Your assigned role;
• Your project assignments;
• Your client-portal permissions;
• The organization’s security settings; and
• The organization’s enabled workflows.

Contact the organization owner or administrator first. Veltrana cannot override an organization’s access decisions or grant access to private organization records without verified authority.

Time Clock and Location Help

Trussara requests location only during an explicit Clock in or Clock out action when the organization has configured location as optional or required.

Trussara is not designed to continuously track users in the background.

If location is unavailable:

1. Confirm that device Location Services are enabled.
2. Allow Trussara to use location while the app is in use.
3. Move to an area where the device can obtain a usable location reading.
4. Confirm that automatic date and time are enabled.
5. Return to Trussara and retry the clock action.
6. Record the time and displayed error if it still fails.
7. Notify your supervisor or organization administrator promptly.

If you cannot record an actual clock event, follow your organization’s approved correction process so the time can be reviewed and preserved. Do not create duplicate entries unless instructed.

Device location can be delayed or inaccurate and is not conclusive proof of attendance, absence, work performed, misconduct, or entitlement to pay. Trussara Support cannot decide compensable hours or change official time records without the organization’s authorized process.

Projects, Schedule, and Daily Logs

If information appears missing:

• Confirm that the correct organization is selected;
• Confirm that the correct project is selected;
• Review active filters and selected dates;
• Confirm that your role has permission to view or change the record;
• Close and reopen the affected section;
• Avoid recreating the record immediately because duplicates may result; and
• Contact the organization administrator before requesting a permission override.

Daily Logs and safety entries are not emergency reports. Contact emergency services and site leadership directly for urgent hazards or incidents.

Punchlists

For missing or unavailable punchlist information:

• Confirm the correct organization and project;
• Review issue status and filters;
• Confirm your project assignment and role;
• Check whether the issue was closed, reassigned, or removed;
• Reopen the Punchlists section before creating a duplicate issue; and
• Include the issue title and approximate creation time in a support request.

Clients and CRM

Customer and contact records belong to the applicable organization workspace. Questions concerning access, corrections, duplicate contacts, client-portal permissions, or organization use should normally be directed to the organization owner or administrator.

Do not email full customer lists or unredacted client records to support.

Financials and Job-Cost Records

If a budget, cost code, commitment, change order, expense, or job-cost figure appears incorrect:

• Confirm the organization and project;
• Review the selected date range and filters;
• Confirm the assigned cost code and category;
• Check whether another authorized user changed the record;
• Preserve a redacted screenshot of the displayed issue; and
• Ask an authorized organization administrator or financial user to review it.

Trussara Support does not provide accounting, tax, payroll, banking, insurance, lien, or legal advice. Financial records must be independently verified before being used for official decisions.

Plans, Documents, Files, and Revisions

If an upload will not complete:

1. Confirm that you have upload permission for the selected project.
2. Confirm that the file type is accepted by Trussara.
3. Confirm that the correct document and revision are selected.
4. Use a stable internet connection.
5. Allow the existing upload to finish before starting it again.
6. Use the available resume option for a pending upload where offered.
7. Verify the uploaded revision before relying on it.

Do not email confidential plans or documents unless Veltrana specifically provides an appropriate secure transfer method.

Before acting on a plan or document, independently confirm that it is the correct and current revision.

Notification Help

If notifications are not arriving:

• Open Trussara’s Notification Center;
• Open Devices;
• Select Enable this device where available;
• Allow notifications in your device’s system settings;
• Review your Trussara notification preferences;
• Confirm that you remain an active organization member;
• Review battery or background restrictions imposed by the device;
• Check email spam, junk, and organization quarantine folders; and
• Open Trussara directly to verify the current record or assignment.

Notification delivery can be delayed or unavailable. Notifications must not be the sole method for emergency, payroll, legal, safety, inspection, or contractual deadlines.

App Crashes, Freezes, or Display Problems

Before contacting support:

• Install the latest Trussara store update;
• Close and reopen the app;
• Restart the device;
• Confirm adequate free device storage;
• Record the device orientation;
• Record your display size and text-size settings;
• Record any accessibility feature being used;
• Note the exact screen where the problem occurs; and
• Capture a redacted screenshot if possible.

Do not permanently disable accessibility settings as a workaround. Instead, report the accessibility or layout problem so it can be reviewed.

Accessibility Support

Report difficulties involving:

• Screen readers;
• Text scaling;
• Color or contrast;
• Keyboard, switch, or assistive navigation;
• Motion sensitivity;
• Touch-target size;
• Orientation changes; or
• Content that is clipped or cannot be scrolled.

Please include:

• Your device and operating-system version;
• The assistive technology being used;
• The affected Trussara screen;
• What you expected to happen; and
• A redacted screenshot or screen recording if safe to provide.

Lost Device or Suspected Account Compromise

If you still have access from another device:

1. Open Settings > My Account.
2. Open the Sessions section.
3. Select Sign out on every device.
4. Change your password.
5. Review your organization access and notification devices.
6. Notify your organization owner or administrator.

If you cannot sign in, contact support from the account’s verified email address whenever possible.

Report a Security Concern

To report suspected unauthorized access, exposed information, or a security vulnerability, email:

support@veltranastudios.com

Use the subject:

URGENT — Trussara Security Concern

Include:

• Your account email;
• The organization name, if applicable;
• The approximate event date, time, and time zone;
• Your device and Trussara version;
• A non-sensitive description of what occurred;
• Whether the unauthorized access may still be active; and
• Sanitized evidence that does not expose secrets or unrelated records.

Do not access, download, modify, or expose information that you are not authorized to access. Do not include live passwords, tokens, API keys, or exploit details containing active secrets in an ordinary email.

Security email is not an emergency-response channel. Contact emergency services for immediate danger and notify the organization administrator immediately for active workplace-access concerns.

Privacy and Personal-Data Requests

To request access, correction, export, restriction, or review of personal information, email:

support@veltranastudios.com

Use the subject Trussara Privacy Request. Veltrana may need to verify your identity before acting.

Review the complete Trussara Privacy Policy for information about data collection, use, sharing, security, retention, and privacy rights.

Account and Data Deletion

Permanent account deletion is available inside Trussara at:

Settings > My Account > Delete account

If you cannot access the app, use the public Trussara Account and Data Deletion page.

Uninstalling Trussara or leaving an organization does not delete your account. Organization-controlled business records may remain as explained on the deletion and privacy pages.

Current Testing and Billing Status

Trussara is currently being evaluated through a no-charge internal-testing program.

• Testers are not charged to participate;
• No payment method is collected for the current internal test;
• The test is not a paid subscription or automatically converting free trial; and
• Testing does not authorize Veltrana to charge participants later.

Future paid access will require a separate affirmative purchase or organization agreement displaying the applicable price, billing, renewal, cancellation, and refund terms.

Do not email full payment-card information. If reporting an unexpected future store charge, provide only the store name, order identifier, date, amount, and associated account email.

Internal-Testing Notice

Pre-release features, integrations, and availability may change before public release. Testing versions may contain defects.

Maintain independent copies of information that is legally, financially, operationally, contractually, or safety critical. Do not use a testing release as the only official system for emergency, payroll, safety, tax, legal, or regulatory records.

Apple and Google App Review Access

Apple and Google reviewers should use the demo credentials and review instructions provided privately through App Store Connect or Google Play Console.

Review credentials are never published on this page.

If reviewer access fails, contact Trussara Support with:

• The reviewing store;
• The Trussara version and build number;
• The blocked review step;
• The displayed error; and
• The approximate time of the failed attempt.

Support Response Expectations

Support messages are reviewed during normal business operations. Trussara does not currently advertise 24-hour telephone, live-chat, or emergency support.

During internal testing, Veltrana aims to acknowledge ordinary support requests within three business days. This is an acknowledgment target, not a guaranteed resolution time.

Security reports are prioritized according to their apparent severity. Resolution time depends on the issue, available information, third-party services, verification requirements, and whether an app or backend update is required.

Legal and Privacy Resources

Contact Information

Veltrana Studios LLC
Trussara Support
Email: support@veltranastudios.com
Website: www.veltranastudios.com