Practical technical support
What to send to technical support
A good description and the right device details can save a lot of back-and-forth.
Start with what happened
Describe what you were trying to do, what you expected, and what actually happened. Include the wording of an error message and roughly when you saw it. “I clicked Pay and got ‘session expired’” is more useful than “the site is broken”.
Add the browser and device details
A support team may need your browser name and version, operating system, browser window size and whether JavaScript or cookies are available. Our checker puts these into a report you can review, copy or download.
Show how to reproduce it
- List the steps that lead to the problem.
- Say whether it happens every time or only occasionally.
- Mention any checks you have already tried.
- Explain whether it affects another browser or another device too.
Review screenshots and the report
Hide unrelated tabs, names, addresses, payment information and account details. Never send passwords, login codes or recovery keys. The report excludes your public IP unless you explicitly include it.
A public IP is sometimes useful, but not always needed. Ask the support team why they need it if you are unsure, and use their trusted support channel.
Would it be easier to show someone?
Use Quick Assist on Windows to get help from a trusted friend or relative.