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.
Quick summary
The golden three: the URL of the page where the problem occurs, a screenshot of the error, and when it started. Include those three things in every support request and you'll save significant back-and-forth.
The universal checklist
Every support request benefits from these details, regardless of the type of problem:
- 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.)
Problem-specific checklists
Different problems need different information. Find yours below.
Site is down or not loading
- 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 24–48 hours
Site looks broken or something changed
- 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
Can't log in
- 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
Form problems
- 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
Email problems
- 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
Payment problems
- 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)
SEO / Google visibility
- 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
Security / suspected hack
- Your site URL
- What you noticed and when
- Any unusual content, users, or redirects
- Whether you've already changed any passwords
How to send us this information
Email us at support@chykalophia.com for general issues. Include "URGENT" in the subject line for time-sensitive problems.
Or add a comment to the relevant ClickUp task. This keeps all context in one place and notifies the right team member.
Attach your screenshots or screen recordings directly to the email or ClickUp comment. See how to take a screenshot or how to share a screen recording if you need help.
Please don't share passwords in email or ClickUp comments
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
Related guides
- How to take a screenshot
- How to share a screen recording
- How to report a problem with your site
- Response times & support hours
- Who to contact for what
Need a hand?