Anatomy of a great support request:

Step 1 – Take a deep breath

Staying relaxed is important and essential to get through your web emergency. Take a deep breath, and know that you will have help. 

Step 2 – What are the details

  1. When exactly did you first notice the problem?
  2. Have any updates been applied to your website recently?
  3. Have you changed themes or made any design changes?
  4. Have you installed any new plugins?
  5. Can the issue be replicated on multiple devices?
  6. Is your problem happening in one browser, or all of them?
  7. Have you seen any emails or updates from your web host about potential maintenance or widespread outages?
  8. Do you see any specific error messages?
  9. Plese send us screenshots
    1. Here are some screenshot tools:
      1. https://evernote.com/products/skitch
      2. https://www.getcloudapp.com/
      3. https://www.techsmith.com/jing-tool.html

Step 3 – Send it to us

You can contact us by:

  1. sending us an email to support@wp.help
  2. submitting a ticket via our website (you can bookmark this page)
  3. even though our phone, text-for-support, service is only for our Partner customers, you can always text us at (951) 406-0485 if you have an emergency.