Here’s a list of what to prepare before reaching out.
Key Information to Have Ready
1️⃣ Describe the Problem Clearly
- What is happening?
- What should be happening instead?
- Is the problem consistent or does it happen randomly?
2️⃣ Provide Screenshots or Videos
Visuals help me understand the problem quickly.
- Take screenshots of error messages or broken features
- Use screen recordings if possible (tools like Loom or QuickTime work well)
3️⃣ Note When It Started
- Did the problem just start today?
- Was there a recent update or change?
- Have you had this issue before?
4️⃣ Tell Me Your Setup
Include:
- What device you’re using (PC, Mac, phone, tablet)
- Browser and version (Chrome, Safari, Firefox, etc.)
- Software name and version (if applicable)
5️⃣ Share Login Access (If Safe to Do So)
Sometimes temporary access is needed to troubleshoot directly.
- If you’re comfortable, provide temporary credentials or use screen sharing so I can assist faster.
- Never share passwords over email—use secure methods like password managers when possible.
Optional but Helpful
- Error logs or reports (if your software provides them)
- A list of recent changes made to the system
- Any third-party tools you’re using with your software
Need Urgent Software Help?
If your software has completely stopped working, visit the Emergency Section for priority support.