How can I make sure my issue gets resolved as quickly as possible?

When you run into an issue, the more details you can provide in your support ticket, the faster we can help you resolve it. Not every situation will require all of the information below, but these are good guidelines to keep in mind.

Here are some details you should include in your support ticket:

DEVICE INFORMATION

Let us know which device you (or your customer) are using when you experience the issue—for example, a Windows computer, Mac, Android, or iPhone.

BROWSER DETAILS

Tell us which browser you’re using (Chrome, Firefox, Safari, Edge, Internet Explorer). Different browsers sometimes behave differently.

ISSUE DURATION

Share whether the issue just started or has been happening for a while. This helps us narrow down possible causes.

TROUBLESHOOTING STEPS ATTEMPTED

If you’ve already tried refreshing the page, clearing cache/cookies, or testing in other browsers, let us know. You don’t need to do all of these before contacting us, but if you have, it’s valuable information.

WHO IS AFFECTED

Let us know if the issue only affects one person or multiple people. If it seems isolated to your office but not others outside your network, that’s also useful context.

SPECIFIC PAGE URL

If the problem occurs on a particular page, please copy the URL from your browser’s address bar and include it in your ticket. This ensures we’re looking in the right place.

✅ Pro Tip: The more detailed your ticket, the easier it is for us to rule out common problems and quickly get to the root of the issue.