---
title: How to Get Your Issue Solved Fastest
slug: how-to-get-your-issue-solved-fastest
docTags: 
createdAt: 2026-10-20T07:15:09.586Z
---

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

1. **One issue per request**: If you have three problems, send three requests. Each one can go to the right person at the same time.
2. **What you expected**: Tell us what should have happened. *Example: "The parent should have been charged $200 on May 1."*
3. **What actually happened**: Tell us what you saw instead. *Example: "The parent was charged $400."*
4. **Where it happened**: Include the user's name or email, your project name, and the form, product, or autobill plan involved.
5. **A screenshot or screen recording**: This is often the fastest way for us to see the problem.
6. **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 (jane\@email.com) 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.