Information needed for efficient debugging

Please help us to work on your customer’s message as quickly as possible. Here’s what you can do:
To pass on requests, please use our support form.

• Mention the customer’s details so they can be identified right away

  • Settings-ID

  • URL in question

  • (If applicable) name of the customer

  • Is it a partner? Or an end customer?

  • (If applicable) which Template ID or data processing service does this request relate to?

• What’s the issue / error about?

  • Is there a screenshot or video giving further information?

  • Is there an error message?

  • What exactly isn’t working as expected?

• How can the issue be reproduced?

  • Which steps does the customer take before the error comes up? Again, screenshots or videos can be helpful

  • Which browser is affected?

    • What’s the name of the browser?

    • What’s the browser version?

    • Does the issue happen in multiple browsers? If so, what are their names and versions?

  • Does the user browse in incognito mode or use other tools that block access to the local storage of the browser?

  • Which operating system is affected?

    • What’s the name of the operating system?

    • What’s the operating system’s version?

    • Does the issue happen on multiple operating systems? If so, what are their names and versions?

• If a customer has a question (like “can I do XYZ / does XYZ work with your solution”)

  • What exactly does the customer want to achieve?

  • What is the use case that brought them to their question? 

Do you need further help?

How can I get help with technical questions?