Support requirements for an app on the web

What the web expects for user support, the URL fields that need filling, and how to answer without a team.

Updated 2026-09-18 · Written from the same rules terms.gg uses to generate documents

The field nobody thinks about

There is no console on the web, but a contact route that goes nowhere is the fastest way to turn a small problem into a refund request.

What a support page should do

• Answer the questions people actually ask, rather than listing features.
• Let someone write to a person when the answer is not there.
• Say plainly when nobody is available, instead of promising a reply that is not coming.
• Work on a phone, because that is where the person having the problem is.

Keeping it true after launch

A legal page stops being true the moment the product moves past it, usually by adding a payment provider, an analytics SDK or a sign-in. No store re-checks your pages against your build, so the drift is yours to notice.

• Re-read it whenever you add a dependency that sees user data.
• Re-check what loads on the page after any change: the cookie notice and the policy have to agree.
• Keep the URL stable. Changing where a policy lives breaks every listing that points at it.