Troubleshooting
Contact support
What to include so the first reply is useful, and where the answers live.
- 2 minute read
- 2 interactive walkthroughs
- For everyone
What to include#
The fastest support conversations contain four things: the address of the page you were on, what you expected to happen, what happened instead, and when. If you can reproduce it, say how; if it happens once a week, say that too, because "always" and "sometimes" send us down different roads.
Screenshots help for anything visual. For anything technical, the error text copied whole beats a summary of it.
Step 1 of 2
The help centre first
Most questions are already a guide here, with a walkthrough pointing at the exact button.
Reduced motion is on, so the walkthrough waits for you. Use the arrows or pick a step.
Good to know: Support never needs your password. No message from CubeSites will ever ask for one, and none should be trusted if it does.
Where to look first#
Several answers are already one click away inside the app: the Help menu in the editor opens this help centre, the welcome guide returns the first-run tips, and the getting-started checklist tracks the four steps that make a new site solid. The shortcuts list is there too, for the question that is really "how do I do this faster?".
The other honest first stop is the status of your own site: the badges on the website card answer more questions than any support message.
Step 1 of 2
The welcome guide
Returns the first-run tips: click, right-click, drag. Worth one more look before asking.
Reduced motion is on, so the walkthrough waits for you. Use the arrows or pick a step.
- Page address noted
- Expected and actual written down
- Error text copied, not paraphrased
- Anything tried already mentioned
Keeping it safe#
Send support what the problem needs and nothing more: never a password, an API token, or the contents of a customer's message. If a token has to be mentioned, revoke it first and describe it; an expired token still explains the problem.
Report suspected spam from a form to support rather than forwarding it, and report anything that looks like phishing pretending to be CubeSites the same day.
Before you continue: If you have already sent something sensitive by mistake, say so in a second message immediately. Revoking a token takes seconds; un-sending a message is impossible.
Common questions
How do I contact support?
The contact page reaches the team, and the support address replies to the same place. Both are checked on working days.
Can support edit my site for me?
Support fixes problems and answers questions; content changes stay with you. Managed licences are the exception, where that help is part of the arrangement.
Related guides
Something here out of date, or a step that did not match what you see? Tell us and we will correct the guide. Never send a password or an API token.