Ideal Customer Support Request format

Before starting

In order to answer as fast as possible, we need as much information from you as possible. Here are some recommendations of what to include in your request.

The steps you took

The most basic information we would need is what you were aiming to achieve and where you got blocked (e.g. your question or an error message).

Links

Do not hesitate to include any link to the pages where the problem occurred (URLs, starting with "https").

Screenshots

An image can tell more than a thousand words! Please include images showing the problem (to find out how to take a screenshot, click here).

Examples

Any practical example of the problematic case (a member, a transaction, etc) will be great to recreate the scenario from our end and be able to give you a solution.

For complex cases, a video could be useful. We recommend you use Loom, a free tool, downloadable on Google Chrome.

An example of a short customer support request:

Analyzing a customer support request is just like an investigation: we need to understand what happened and where the problem comes from by reproducing the exact same steps.