Introduction:
To resolve your website, email, domain, or services issues quickly and accurately, at times we may rely heavily on the information you provide. Without clear details, our support team may need to go back and forth to clarify with the reporter of the issue, which can delay resolution.
To make the process smoother and faster for everyone, here is a quick guide on what to include when reporting any issues:
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What specific issue are you experiencing with the site and how?
Please describe the issue with as much details of what happen and what is not working as expected or the error. Please include a full-screen screenshot of the error or what is showing that is not expected. Guide us in steps on how to get to replicate the problem. This helps us quickly identify if it’s a known issue we’ve resolved before or something new that requires deeper investigation.Examples of Helpful Information to Provide:
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For Website Issues:
It’s common for users to send us a screenshot of the error or what they’re seeing. If the issue occurs within a login session, please provide login access (if possible) and a step-by-step guide on how to navigate to the error—this helps us replicate and identify the problem more effectively. -
For Email Issues:
Please share the following details to the best of your ability:-
Sender’s email address
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Recipient’s email address
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Email subject
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Approximate time the email was sent or received or expected to received
Additionally, a screenshot of any error message in your email client would be very helpful for diagnosing the issue.
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As the reporter, you may not be the person experiencing the issue, please help to get the information from the user.
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Note: When taking a screenshot, please avoid cropping or partial screenshots. What we notice is, important details—such as the browser address bar or system messages—are often missed, but they are crucial for us to accurately replicate and troubleshoot the issue.
- Note: If the issue cannot be consistently replicated, please let us know why and also describe how it happened as detailed as possible. (e.g., only happened once, can’t reproduce it again, etc.). Based on how you describe the issue, our experience allows us to quickly identify possible causes or explore alternative troubleshooting steps or trial-and-error methods to resolve it effectively.
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When did the issue occur?
Please provide the exact time the issue started. If not, give us at least the approximate hour when the issue occur. This helps us trace system logs and identify what might have happened leading up to the issue. You may not be the person experiencing the issue, please help to get the information from the user. -
Is the issue intermittent or persistent?
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A persistent issue means the error appears consistently (e.g., every time you refresh or go to the system, it shows the same error).
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An intermittent issue means the problem happens occasionally—some users may experience it while others do not.
Knowing this helps us determine whether the issue lies in the site’s functionality or in variable factors such as traffic spikes or fluctuating resource usage. If system resources look stable, it may point to a possible issue in the site’s code or recent updates.
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Why This Matters
The clearer the information, the faster we can assist. It reduces delays from back-and-forth clarification and allows us to jump straight into solving the issue. This benefits both sides by ensuring prompt and effective support.
