Most of the back-and-forth on a support ticket comes from missing detail. A few specifics in your first message usually save a day.
Always tell us
- Which site or service it affects — the domain name is ideal.
- What you expected to happen.
- What actually happened, with the exact wording of any error message.
- When it started, and whether it has ever worked.
- How to reproduce it — the steps you took, in order.
Helpful extras
- A screenshot, especially of an error.
- The page address where it happens.
- Whether it happens in another browser, or on another device or network.
- Anything that changed just beforehand — a plugin, a theme, an update, a new user.
Please do not send us passwords
We never need your password to help you, and a support ticket is not a safe place to put one. If we need access to something, we will tell you how to grant it safely.
