Applies to: Request Central and Asgard · Requesters, providers, judges and magistrates, court clerks, court administrators, and other court staff.
Where you go for help with TheRecordXchange® (TRX) depends on which platform you are using and what you need. Asgard access is controlled by your court. Questions about one specific request go to the court through that request. Everything else comes to TRX Support, by email or through the TRX help widget.
Getting help with Asgard
Asgard is the court platform for searching recordings, creating designations, and working with VoiceCopy™ transcripts. Asgard does not contain requests or orders, and it has no Messages tab. Those exist only in Request Central.
Access to Asgard is granted by your court, not by TRX. Your court administrator decides who has an Asgard account and what each account is able to see.
Contact your court administrator for:
A new Asgard account, or access for someone who has joined your court.
Being unable to sign in to Asgard.
Cases, hearings, or recordings that you expect to see in Asgard but cannot.
Changing what an existing Asgard account can see or do.
Removing Asgard access for someone who has left.
TRX cannot create, restore, or change Asgard access at the request of an individual user. That decision belongs to the court.
If Asgard itself is not working, for example a page that will not load or a recording that will not play, email TRX Support at support@trxchange.com.
Getting help with one specific request in Request Central
If your question is about a single request you have already submitted, start inside that request. Open it in Request Central and use the Messages tab.
The Messages tab is a conversation with the court user assigned to that request. Use it for questions only the court can answer, such as:
The hearing date, or which hearing you actually need.
Which portion of the proceeding should be transcribed.
Whether the court will approve or authorize your request.
Anything about the record itself rather than the TRX site.
The Messages tab does not reach TRX Support. If you post there expecting TRX to reply, your message goes to the court instead.
Getting help with Request Central itself
For anything about the TRX platform rather than one particular request, email TRX Support at support@trxchange.com. That includes:
A request you submitted that you cannot find.
Payments, deposits, refunds, and cancellations.
Downloading a completed transcript or audio recording.
Creating a TRX account, or resetting a password.
Pages that look cut off, or buttons that do not respond.
Any error message on the TRX site.
What to include when you contact TRX Support
Sending these details in your first message usually avoids a round trip:
The email address on your TRX account.
Which platform you were using, Request Central or Asgard.
What you were trying to do, and what happened instead.
A screenshot of what you are seeing, including any error message.
If your question is about a request, its TRX Order number. This is not the same as the case number.
If a page looks cut off or will not respond, your browser version, screen resolution, and Windows display scaling percentage.
Getting help with a display or browser problem
If a TRX page looks cut off, or controls are visible but do not respond, check the requirements before reporting it. Most display problems are caused by screen resolution or Windows display scaling rather than by a fault on the site.
See TheRecordXChange (TRX) Minimum System Requirements for the supported browser, resolution, and scaling settings, and the steps to check each one.
Using the TRX help widget
The round button in the corner of TRX sites and this Help Center opens the TRX help widget. It does three things:
Search help articles. Type a question or a few words to search the TRX Help Center without leaving the page you are on.
Browse suggested articles. The widget shows recent and relevant help articles, so the answer may be there before you type anything.
Chat with Fin. Fin is the TRX AI assistant. Ask a question in plain language and Fin answers from TRX help content, usually straight away.
If Fin cannot resolve your question, or if you ask to speak to a person, the conversation is passed to the TRX Support team along with everything you have already typed, so you do not need to start again.
TRX Support replies as soon as someone is available. Depending on the time of day, the day of the week, and how busy the team is, a reply may arrive within minutes or may take a day or two. Replies appear in the same widget, so reopen it to pick the conversation back up.
For a question about one specific request, the Messages tab inside that request is still the faster route, because it reaches the court user who is working on it.