Technical Support
Last Updated: September 24, 2026
Welcome to Technical Support Services
We are committed to providing quality technical support to help you better use this browser bookmark synchronization extension. This page explains our technical support content, how to get support, and solutions to common problems.
1. Support Scope
1.1 Technical Support We Provide
We provide technical support for the following issues:
Installation and Configuration
- ✅ Extension installation, uninstallation, and update guidance
- ✅ Initial setup and configuration help
- ✅ Browser compatibility issue troubleshooting
- ✅ Permission settings and authorization issue resolution
Feature Usage
- ✅ How to use bookmark sync feature
- ✅ Cloud backup and recovery operation guidance
- ✅ Bookmark import/export feature instructions
- ✅ Account registration, login, and management
- ✅ Data migration and device sync
Troubleshooting
- ✅ Sync failure or data inconsistency issues
- ✅ Login anomalies or account access issues
- ✅ Extension crashes or unresponsive situations
- ✅ Data loss or corruption recovery attempts
- ✅ Performance issues and optimization suggestions
Security and Privacy
- ✅ Data security measures explanation
- ✅ Privacy settings and permission management
- ✅ Account security enhancement suggestions
- ✅ Suspicious activity reporting and handling
Bug Reports and Feedback
- ✅ Software defect reporting and tracking
- ✅ Feature improvement suggestion collection
- ✅ User experience issue feedback
1.2 Issues Outside Support Scope
The following issues are not within our technical support scope:
- ❌ Browser itself issues (please contact browser vendor)
- ❌ Operating system related technical issues
- ❌ Third-party website access or usage issues
- ❌ Network connection and ISP related issues
- ❌ Hardware device failures and repairs
- ❌ Issues caused by user modifications to extension code
- ❌ Support for behavior violating terms of use
- ❌ Customized development or special feature requirements (may require paid services)
2. How to Get Technical Support
2.1 Self-Service (Recommended First)
Before contacting us, we recommend trying the following self-service resources:
📚 Help Documentation
- User Manual: Detailed feature usage instructions
- FAQ: Quick answers to high-frequency questions
- Video Tutorials: Visual operation demonstrations (if available)
- Changelog: Learn about latest version features and fixes
Access methods:
- Click "Help" → "User Manual" in extension
- Visit official documentation website: [https://bookmark.app.itgz8.com]
💡 Quick Common Issue Checklist
Before use, please check:
- ✓ Extension updated to latest version
- ✓ Browser supports current version (Chrome 111+, Edge 111+)
- ✓ Network connection is normal
- ✓ Correctly logged into account (if using cloud sync)
- ✓ Browser has granted necessary permissions
2.2 Online Ticket Submission (Standard Support)
If self-service resources cannot solve your problem, please submit a technical support ticket through:
📧 Email
- Technical Support Email: support@app.itgz8.com
- Bug Report Email: support@app.itgz8.com
Response Time:
- Weekdays: First response within 24 hours
- Weekends/Holidays: First response within 48 hours
- Urgent issues: Priority processing
3. Best Practices for Submitting Support Requests
To help us solve your problem faster and more accurately, please provide the following information when submitting support requests:
3.1 Required Information
✅ Problem Description
- Clearly and concisely describe the problem
- Explain when and how often the problem occurs
- Specify expected results vs actual results
✅ Reproduction Steps
- Specific operation steps (step 1, step 2...)
- When the problem appears
- Whether it can be reproduced every time
✅ Environment Information
- Extension version number (check in "Settings → About")
- Browser name and version (e.g., Chrome 126.0.6478.126)
- Operating system (e.g., Windows 11, macOS 14.5, Ubuntu 22.04)
- Whether using cloud sync feature
3.2 Supporting Information (if applicable)
📎 Attachments
- Screenshots or screen recordings (hide sensitive information)
- Error logs (extension "Settings → Advanced → Export Logs")
- Browser console error messages (F12 → Console)
⚠️ Important Notes:
- Do not send passwords, API keys, or other sensitive information
- Hide personal privacy information in screenshots
- Log files may contain bookmark URLs, please confirm before sending
4. Common Quick Answers (FAQ)
4.1 Installation and Updates
Q1: How to install this extension?
A:
- Visit Chrome Web Store (or corresponding browser extension store)
- Search for "[Extension Name]"
- Click "Add to Chrome" button
- After authorizing necessary permissions, ready to use
Q2: Extension doesn't auto-update?
A:
- Open browser extension management page (chrome://extensions)
- Enable "Developer mode" in upper right corner
- Click "Update" button
- Or uninstall and reinstall
4.2 Sync Issues
Q3: Bookmark sync fails with "Network error"?
A: Please troubleshoot following these steps:
- Check if network connection is normal
- Confirm if logged into account
- Check if browser is blocking extension's network requests
- Try logging out and logging back in
- If problem persists, please contact technical support
Q4: Bookmarks inconsistent across different devices?
A:
- Ensure all devices are logged in with same account
- Manually trigger sync on each device (click "Sync Now")
- Check if any device is offline
- Check sync logs for conflicts
- If conflicts exist, can choose to override sync based on one device
4.3 Data Security
Q5: Is my bookmark data secure?
A:
- All network transmission uses TLS 1.3 encryption
- Cloud data uses AES-256 encrypted storage
- We will not view or sell your bookmark content
- See "Privacy Policy" for details
Q6: How to export backup data?
A:
- Open extension main interface
- Click "Settings" → "Data Management"
- Select "Export Bookmarks"
- Choose export format (HTML/JSON)
- Save to local secure location
4.4 Account Issues
Q7: What if I forget password?
A:
- Click "Forgot Password" on login page
- Enter registered email
- Check password reset email
- Follow email instructions to reset password
- If email not received, check spam folder or contact technical support
Q8: How to delete account?
A:
- After logging in, go to "Settings"
- Select "Account Management" → "Delete Account"
- Read deletion instructions and confirm
- Cloud data will be deleted within 30 days
- Local data needs manual deletion
5. Bug Reports and Feature Suggestions
5.1 How to Report Bugs
Found software defects? Please help us improve:
Reporting Methods:
- Email: support@app.itgz8.com
- GitHub Issues: [https://github.com/itlattice/BookmarkSync/issues]
Bug Report Should Include:
- Clear title describing the problem
- Detailed reproduction steps
- Expected behavior vs actual behavior
- Environment information and screenshots/logs
Bug Tracking:
- We will confirm bug reports within 24 hours
- Assign priority based on severity
- Fixes will be noted in changelog
- You can query bug fix progress
5.2 Submit Feature Suggestions
We value user feedback and suggestions:
Suggestion Submission Methods:
- Email: support@app.itgz8.com
- Extension "Feature Suggestion" form
- GitHub Issues
Suggestion Content Includes:
- Expected feature description
- Use case and requirement background
- Why this feature is important to you
- (Optional) Reference implementation in similar products
Processing Workflow:
- We evaluate all suggestions for feasibility
- High-value suggestions included in development planning
- Major features may require community voting
- Adopted suggestions will be acknowledged in changelog
6. Contact Information Summary
6.1 Technical Support Channels
| Channel | Address/Method | Use Case | Response Time |
|---|---|---|---|
| 📧 Email Support | support@app.itgz8.com | General technical issues | 24 hours |
6.2 Other Contact Methods
- Official Website: https://bookmark.app.itgz8.com
- Documentation Center: https://bookmark.app.itgz8.com/doc/
- Business Cooperation: support@app.itgz8.com
7. Developer Support
7.1 Technical Support
If you need the following support:
- Batch deployment and configuration management
- Customized feature development
- Dedicated technical support channel
- SLA (Service Level Agreement) guarantee
- Private cloud deployment solution
- Software or website development services
- Browser extensions
- WeChat mini-programs, official accounts
- Android/iOS apps
- Websites, plugins, or other types of software
Please contact: support@app.itgz8.com
8. Acknowledgments
Thank you for your support and feedback! Your use and suggestions are our motivation for continuous improvement.
Special Thanks:
- All users who submitted bug reports
- Volunteers who help other users
We promise to provide quality technical support services!
If you have any questions, please feel free to contact us through the above methods. Enjoy using!