Help Us Help You

What to Include When Contacting Support

To help us resolve your issue as quickly as possible, please include the information below when submitting a support request.

Providing these details helps our team understand the problem and begin troubleshooting right away.

1. What Were You Trying to Do?

Tell us what task you were attempting when the issue occurred.

For example:

• Creating or updating a record
• Uploading a file
• Submitting a form
• Running a report

This helps us understand the action that led to the issue.

2. What Happened?

Describe what you experienced.

Examples may include:

• An error message appeared
• A page did not load
• A button did not respond
• The system displayed unexpected information

If you saw an error message, please include the exact wording.

3. What Did You Expect to Happen?

Let us know what result you expected.

For example:

I expected the system to save the record and display a confirmation message.

This helps us identify where the process may have failed.

4. When Did the Issue Occur?

Please include the date, time, and time zone when the issue happened.

Example:

April 12, 2026 at 3:40 PM (Pacific Time)

This allows our team to review system logs during that timeframe.

5. Where Did the Issue Occur?

Tell us where the problem occurred in the system.

Examples:

• The Checkout page
• The User Settings section
• The Catalog page
• A specific form or report

If possible, include the page name or link.

6. Who Is Affected?

Let us know who experienced the issue.

If applicable, include:

• Name
• Email address
• Username
• Account ID

This helps us locate the correct account or records.

7. Can You Share a Screenshot?

Screenshots or screen recordings can help us quickly understand the issue.

If possible, attach:

• A screenshot of the error message
• The page where the issue occurred
• Any unexpected behavior you noticed

Additional Helpful Information

Including the following details may help us troubleshoot faster:

• The browser and version you are using
• Your device or operating system
• Steps you took before the issue occurred
• Any recent changes to your account or settings

Need Help Submitting a Request?

If you're unsure how to gather this information, simply send us what you can. Our support team will be happy to assist and guide you through the process.

We’re here to help and will work with you to resolve the issue as quickly as possible.