How to report a problem with your site
Learn the fastest way to tell us about a bug, broken page, or anything that looks wrong on your website so we can fix it quickly.
- Difficulty
- Beginner
Something looks off on your website. Maybe a page won't load, a button isn't working, or the layout looks strange on your phone. This guide walks you through how to tell us about it in a way that helps us find and fix the problem as fast as possible.
Quick summary
Report problems by sending a message in ClickUp (the project management tool we share with you) or by emailing support@chykalophia.com. Include your website address, a description of what's wrong, and a screenshot if you can. The more detail you share, the faster we can help.
Before you report: a quick check
Sometimes what looks like a problem is a simple browser issue. Try these steps first — they take about 30 seconds and fix a surprising number of issues.
Refresh the page. Press F5 on Windows, or Command + R on a Mac.
Try a hard refresh. This clears your browser's saved copy of the page. Press Ctrl + Shift + R on Windows, or Command + Shift + R on a Mac.
Try a different browser. If you normally use Chrome, try Firefox or Safari. If the problem disappears, it's a browser-specific issue — still worth reporting, but not urgent.
Try a different device. Check on your phone if you spotted the problem on a desktop, or vice versa. This tells us whether it affects everyone or just one device.
If the problem is still there after these checks, it's time to report it.
What to include in your report
A good report saves time for everyone. The more information you give us upfront, the less back-and-forth we need.
| Information | Why it helps |
|---|---|
| Your website address (URL) | We work on multiple sites — this tells us which one |
| The exact page where the problem happens | We can go straight to the right place |
| What you were trying to do | Helps us reproduce the problem |
| What actually happened | Describes the symptom clearly |
| A screenshot or screen recording | Shows us exactly what you see |
| What device and browser you were using | Helps us test the same setup |
| When you first noticed the problem | Helps us trace recent changes |
Don't worry if you can't answer everything. Something is always better than nothing.
How to take a screenshot
Press Command + Shift + 4, then drag to select the area of the screen you want to capture. The image saves to your desktop automatically.
How to send your report
Use ClickUp if you have access. Open the relevant task or create a new comment in our shared workspace. Attach your screenshot directly to the comment. This keeps everything in one place and notifies the right person automatically.
Email us if you don't have ClickUp access yet. Send your report to support@chykalophia.com. Include all the details from the table above in your email. Attach your screenshot as an image file (not a link to it).
Mark it as urgent if the site is completely down. If your site is inaccessible to visitors, add "URGENT" to the subject line or task title. This helps us triage quickly.
Don't fix it yourself
Please don't try to fix site problems by editing pages, deactivating plugins, or changing settings unless we've asked you to. Well-intentioned changes can sometimes make things harder to diagnose — or create new issues. Report it to us and let us take a look first.
After you report
Once you've sent your report, here's what happens:
- We'll acknowledge your message within our standard response window (see Our response times & support hours).
- If we need more information, we'll ask specific questions.
- We'll update you when we have a diagnosis or a fix ready.
- For urgent issues affecting live visitors, we'll prioritize immediately.
You don't need to follow up multiple times. If you haven't heard back within our stated response time, a single follow-up is fine.
Common questions
I'm not sure if it's actually a problem — it might just look different to me.
Report it anyway. If something looks different from how it's supposed to look, we want to know. You know your site better than anyone. There's no such thing as a too-small report.
The problem fixed itself. Should I still report it?
Yes, please. Intermittent problems — ones that come and go — are often signs of something that will get worse over time. Letting us know helps us investigate before it becomes a bigger issue.
What if I accidentally caused the problem?
Please still tell us. We won't be frustrated — this is a normal part of working with websites. The sooner we know, the sooner we can fix it and prevent it happening again.
What's the fastest way to get a response?
ClickUp is the fastest channel because it goes directly into our workflow. Email is slightly slower but we monitor it closely. Calling or texting personal numbers is the slowest route for technical issues — the ClickUp or email path gets you to the right person faster.
Related guides
- Our response times & support hours
- Who to contact for what
- How we communicate (ClickUp, email, calls)
- How to request new work or changes
- Info to gather before contacting support
- How to take a screenshot
Need a hand?
Last updated
How we communicate (ClickUp, email, calls)
How Chykalophia communicates with clients — which channels we use, when to use each one, and how to get the fastest response.
Our response times & support hours
A clear overview of when we're available, how quickly you can expect a reply, and what to do if something is truly urgent.