Tell support about a problem so it gets fixed first time
What to include when something is not working, so support can find it without a round of questions.
A clear message to support can be fixed on the first reply. A message that says "it doesn't work" needs three more emails before anyone can look. This article lists what to send.
Before you start
- Try the quick fixes first: reload the page, and see Something looks wrong after an update.
- Ask the assistant: press Ask AI in the top bar and describe the problem. It often knows the answer, and points you to the page where it is fixed.
Steps
- Note which account. Give the business name shown in the account menu at the top of the sidebar, and the email address you sign in with.
- Copy the page address. Copy the address from your browser's address bar on the page where it went wrong.
- Write down what you did, step by step. For example: "Contacts, ticked 40 contacts, pressed Export, nothing downloaded."
- Say what you expected, and what happened instead.
- Copy the exact message. Error messages in the app are written to say what went wrong, so the words matter. Copy them rather than describing them.
- Note when it happened, with your time zone, for example "14:20 UK time, 23 September".
- Take a screenshot of the whole screen, including the message.
- Add your browser and device, for example "Chrome on Windows" or "Safari on iPhone".
- Add the details for the kind of problem: - A customer could not pay or book: the page address, their email address, the time, and whether they were charged. - An email did not arrive: the recipient's address, the subject and the time it was sent. - A text did not arrive: the number, the time, and the reason shown on your number's card on the Numbers tab of the Texting page. - A domain does not work: the domain, and both status labels under Sites › Domains.
- Send it to the right place:
- If you are a client of an agency: to your agency, using the support email or help link at the foot of your sign-in page.
- Otherwise: using the contact details on the website where you signed up.
What happens next
Support may ask to look at your account to see the problem for themselves. Keep everything in one email thread so the history stays together.
For agencies
When a client tells you about a problem, open their account from the account menu and try to make it happen there first. A bar across the top shows you are working in their account, and your visit is logged. If you pass it on, include the client's business name and the steps you took.
Troubleshooting
The problem happened once and I can't make it happen again. Tell support anyway, with the time and what you were doing. The time helps find it.
The message disappeared before I could copy it. Most short messages fade after a few seconds. Do the same thing again with a screenshot ready, or write down the first words.
Should I send my password? Never. Support does not need your password, a card number or a Stripe key. Do not paste them into a message.
It affects all my customers right now. Say so in the first line, for example "Checkout is failing for every customer", so it is handled first.
Related
Email support@opusfunnel.com with the page you were on. A person replies, usually within one business day.