We understand that it can be distressing to hear your customer tell you that "there's a problem on your website" or "I'm trying to do something on your website, but it's not working", or "Your website is broken" or similar.
Your first reaction might be to contact us, which is understandable - however, there can be a whole range of reasons for customer trouble - perhaps a network issue, user error, or a website error or fault. Without additional information, it can be hard for us to pin-point the issue - so please follow the steps below to help us and you resolve the matter quickly.
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Basic first checks;
Wherever possible, ask your customer for any of the following information - as it will help us to replicate the issue and then resolve it.
- exact page URL or address they are having difficulties with;
- time and date of the issue;
- the precise problem they encountered and any error message they saw;
- how long the error lasted for / or is still happening;
- what browser they are using - e.g. chrome, edge, safari;
- the network they are on: e.g wifi, or mobile;
If possible, please also ask for the following information:
- A screenshot of the trouble
- Their IP address - you can ask them to visit this site and tell you their IP https://whatismyipaddress.com/
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Secondary checks;
Once you have gathered as much information as mentioned above from your customer, please perform the following tasks yourself prior to contacting us;
- Check the reported issue yourself in one or (preferably) two browsers; Chrome, Firefox and Microsoft Edge or Safari and / or in "incognito / private" mode
- If the issue is still present and we host your website, please wait 15 minutes and try again (perhaps an update was in progress?)
- If the issue is still present, check our Network Issues page to see if your site might be affected by any current service related issue.
- Also check our resolved issues page as resolved issues can sometimes still cause "hangovers" or delayed resolution in some cases.
- If the issue is still present, please feel free to open a support ticket and provide all of the information as requested above.
You may also wish to check this article: https://www.purpledogdesign.com/clients/knowledgebase/131/Issues-With-My-Website.html