SUPPORT
Trellis is early, and every ministry is set up by hand. When you write in you reach someone who knows your account — not a ticket queue.
Tell us your ministry, what you were doing, and what happened. We reply within one business day.
Tap Forgot password on the sign-in screen and we will email you a reset link. Two things worth knowing: the link works only once, and it has to be opened on the same device you asked for it from. Check your spam folder if it does not arrive.
Join codes come from Trellis rather than from your ministry, and each one works for a single ministry — a code from another group will not be accepted. If yours is being refused, ask your ministry admin to get in touch and we will issue a new one.
Check that notifications are allowed for Trellis in your device settings, then check whether that conversation is muted in the app. Muting is per-conversation, so one quiet group will not silence the rest, and announcements still come through.
Direct messages stay between you and the person you are writing to — nobody at your ministry can read them. Group messages are visible to that group. If you report a message, it and the messages around it are sent to Trellis for safety review. Full detail is in the Privacy Policy.
Your ministry admins and staff can move you between participant and group leader. Admin and staff roles are set by Trellis, so ask your ministry to contact us for those. There is no way to leave a ministry on your own yet — email us, or delete your account if you want to be removed entirely.
Tell us what you were doing and what you expected to happen. Screenshots help. We would rather hear about it twice than not at all.
YOUR DATA
You can delete your account in the app: open your profile from the avatar on the Home screen, choose Delete account, then confirm. You can also request deletion by email — write to support@douglas-tech.com from the address on your account and we will do it for you, with nothing to install.
Deleting permanently disables sign-in and strips your personal details: your sign-in identities are deleted, your name is replaced with Former member, and your email, phone number, photo and push tokens are removed. Messages you sent and your group and attendance records are kept, disconnected from your account, for up to three years — we hold them for safety and recordkeeping. The Privacy Policy has the full detail.