Quick Checklist
What we need to help you:
Read below for more details.
We’ve all been there. You’re on your website, something looks off, a button isn’t working, or a page just feels broken. You shoot off a quick message:
“The site isn’t working. Can you fix it?”
Totally understandable. When something breaks, you want it fixed fast.
Here’s the thing, though: the more context you can share up front, the faster (and more accurately) we can troubleshoot and resolve the issue. Think of it like calling a mechanic—you’ll get better help if you explain what you’re hearing, seeing, or smelling instead of just saying, “My car’s broken.”
So let’s talk about what’s most helpful to include when reporting a technical issue—and why it matters.
Start With What You’re Seeing
The most important thing you can do is describe the issue from your perspective.
Instead of:
- “The form is broken”
- “This page isn’t working”
- “Something’s wrong with the site”
Try:
- What were you trying to do?
- What did you expect to happen?
- What actually happened instead?
Even a short sentence like “When I click the Donate button on the Events page, nothing happens” gives us a huge head start.
Tell Us What Device You’re Using
Not all issues show up the same way everywhere. Websites behave differently depending on the device.
Please let us know:
- Computer: PC or Mac
- Mobile: iPhone or Android (Samsung, Google Pixel, etc.)
This helps us narrow down whether the issue might be device-specific.
Browser Matters More Than You Think
This one’s big.
Websites can work perfectly in one browser and act wonky in another. If we check your site in Chrome and everything looks fine, but you’re using Firefox on a PC, we may not see the issue at all—unless we know where to look.
Please include:
- Chrome
- Safari
- Firefox
- Edge
(Bonus points if you know whether it’s up to date—but no pressure!)
Screenshots = Instant Clarity
Screen Recordings = Gold
A picture really is worth a thousand words.
- Screenshots help us see exactly what you’re seeing
- Screen recordings (even a quick 10–20 second clip) are incredibly helpful for issues that involve clicking, scrolling, or odd behavior
Screen recordings are especially useful when something feels technically wonky—like a menu flashing, a button not responding, or content jumping around.
If you’ve never used a screen recording tool, no worries—most Macs, PCs, and smartphones have one built in, and we’re always happy to recommend an easy option.
Why All of This Helps (and Saves Time)
When you share these details upfront, it allows us to:
- Recreate the issue instead of guessing
- Troubleshoot faster and more accurately
- Avoid back-and-forth emails asking for missing info
- Identify browser- or device-specific problems right away
In many cases, the issue isn’t the website as a whole—it’s a very specific combination of device + browser + action. Knowing that from the start means we can get straight to fixing instead of searching.
The Bottom Line
We’re always happy to help, and no issue is “too small” to report. Sharing a little extra context simply helps us help you faster, better, and with fewer headaches on both sides.
When in doubt, think:
“What would I need to know if I were trying to recreate this problem?”
Your future self (and our support team) will thank you.
If you ever have questions about how to capture a screenshot or screen recording, just ask—we’ve got you. 😊