How to Get Your Issue Solved Fastest
2 min
The biggest thing that speeds up a fix isn't who you talk to. It's how much detail we have when your request arrives. Follow these steps and most issues can be solved without any back-and-forth.
What to Include in Your Request
- One issue per request: If you have three problems, send three requests. Each one can go to the right person at the same time.
- What you expected: Tell us what should have happened. Example: "The parent should have been charged $200 on May 1."
- What actually happened: Tell us what you saw instead. Example: "The parent was charged $400."
- Where it happened: Include the user's name or email, your project name, and the form, product, or autobill plan involved.
- A screenshot or screen recording: This is often the fastest way for us to see the problem.
- How big the impact is: Let us know if it affects one user or many, and if you have a deadline, like registration opening on a set date.
Two Requests, Side by Side
Hard to solve | Easy to solve |
|---|---|
"Payments are broken. Please call me ASAP." | "Parent Jane Smith ([email protected]) was charged twice on 5/1 for Summer Camp Week 2. Screenshot attached. Our next autobill run is 6/1." |
Support has to write back with questions before work can start. | Support can start fixing it right away. |
Best Practices
- Reply in the same thread instead of starting a new one, so your history stays together.
- Check the help center first: Many answers are already there, step by step.
- Flag payment problems clearly: Put words like "double charge" or "refund" at the top so we can sort it fast.