Every admin panel has a Help link at the bottom of the sidebar, and a question mark in the top bar that opens the article for whichever screen you are on. That is the fastest route: the question mark knows where you were.
Asking a person
The Help screen has an Ask for help form. Anything you send from there arrives with your site, your plan, the version you are running and the screen you were on already attached, so there is no round of "which site is this?" before anyone can start looking.
You can attach up to three screenshots, 5MB each. A picture of the problem usually saves a whole exchange. Worth knowing before you send one: a screenshot of your admin panel often contains your own customers' details. We store them outside the website entirely, only people working your request can open them, and they are deleted three months after the request is closed.
What happens next
- You get an email confirming we have it, with a reference like
SP-K7MQ2B. - A person reads it, usually within one business day.
- Replies come by email, and the whole conversation is also in your account dashboard, where you can add to it and see anything you sent earlier.
- When it is resolved you get one more email asking how it went. One click, five options; a comment is optional. Replying to that email reopens the request if it was not actually fixed.
If you cannot get in
Locked out of your admin panel is exactly when you cannot use the form inside it. The public support form needs no login. Include your site address so we can find you.
What makes a request quick to answer
- What you did, what you expected, and what happened instead, in that order.
- The address of the page where it happens.
- Whether it has ever worked, and roughly when it stopped.
- A screenshot, if there is anything to see.
If an agency built your site
When your site is looked after by an agency, the Help screen sends your request to them rather than to us, and says so. They can bring us in if they need to.