Info to gather before contacting support
The details that help our team diagnose and fix your issue as quickly as possible: a checklist to run through before reaching out.
When you contact us about a problem, the more information you include upfront, the faster we can help. Every question we have to ask you costs time. This checklist shows you exactly what to gather before you reach out.
The universal checklist
Every support request benefits from these details, regardless of the type of problem:
0 of 6 done
- The URL of the page or section where the problem occurs
- A screenshot of what you're seeing. See how to take a screenshot
- When the problem started: approximate date and time
- What changed recently: plugin updates, edits, a new member joining, anything
- What you've already tried: hard refresh, different browser, cache clear, etc.
- Which browser and device you're using (Chrome on Mac, Safari on iPhone, etc.)
Saved in this browser only.
Problem-specific checklists
Different problems need different information. Find yours below.
Help me choose
Which checklist do you need?
Site is down or not loading
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- Your site URL
- The exact error message in the browser
- Whether the problem is on all pages or just one
- Whether you're getting a specific HTTP error code (500, 502, 503, 404)
- Your hosting provider (if you know it)
- Whether anything changed in the last 24 to 48 hours
Saved in this browser only.
Site looks broken or something changed
0 of 5 done
- URL of the affected page(s)
- A screenshot showing what it looks like now
- A description (or screenshot) of what it should look like
- Whether it's broken on all browsers and devices, or just one
- Any recent updates or edits
Saved in this browser only.
Can't log in
0 of 4 done
- The URL of the login page
- The exact error message shown
- The email address or username you're trying to log in with
- Whether the password reset email is arriving
Saved in this browser only.
Form problems
0 of 5 done
- URL of the page with the form
- The name of the form (if labeled)
- What happens when you submit: error message, nothing, fake success
- Whether submissions are appearing in the WordPress dashboard entries
- When it last worked correctly
Saved in this browser only.
Email problems
0 of 5 done
- The email address(es) affected
- Whether the problem is sending, receiving, or both
- The email provider (Google Workspace, Microsoft 365, custom hosting, etc.)
- Whether the problem is with all emails or specific senders/recipients
- Any bounce-back messages received: forward these to us as they contain diagnostic codes
Saved in this browser only.
Payment problems
0 of 5 done
- Your site URL and the checkout page URL
- The exact error message during checkout
- Which payment method fails (Stripe, PayPal, etc.)
- Whether all payment methods fail or just one
- Whether you're in test mode or live mode (if you know)
Saved in this browser only.
SEO / Google visibility
0 of 4 done
- Your site URL
- The result of a
site:yourdomain.comsearch in Google - Your Google Search Console access (or ask us to check)
- When you first noticed the problem
Saved in this browser only.
Security / suspected hack
0 of 4 done
- Your site URL
- What you noticed and when
- Any unusual content, users, or redirects
- Whether you've already changed any passwords
Saved in this browser only.
How to send us this information
Open a ticket on our support portal, or email us at support@chykalophia.com. Put "URGENT" at the start of the ticket title or email subject for time-sensitive problems.
Attach your screenshots directly to the ticket or email. Screen recordings are usually too large to attach, so upload the video to a file-sharing service and send us the link instead. See how to take a screenshot or how to share a screen recording if you need help.
Please don't share passwords in tickets or email
Never send passwords in plain text. If we need credentials, we'll ask you to share them through a secure method. See how to share a password safely.
Common questions
I don't know which hosting provider I use. How do I find out?
Check your inbox for invoices or welcome emails from a hosting company (Flywheel, WP Engine, Kinsta, Bluehost, etc.). If you can't find it, we likely know. Just ask us.
I don't know which browser or device I'm using.
On a computer, look for an "About" entry in the browser's own menus, in Chrome it's the three-dot menu at the top right, then Help → About Google Chrome, and other browsers keep it somewhere similar. On a phone, the browser's settings usually have an "About" section. If you can't find it, just tell us roughly what you use and we'll work it out.
I can't take a screenshot, is that okay?
Yes, describe what you see as specifically as possible. Describe the exact wording of any error messages, the location on the page, and the specific action that triggers the problem. But if you can take a screenshot, it really does help.
How quickly will you respond?
See our response times & support hours guide for current response time commitments.
Related guides
Was this page helpful?
- How to report a problem with your site
- Info to gather before contacting support
- How to take a screenshot
- How to share a screen recording
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