# Contact support

What to include so the first reply is useful, and where the answers live.

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.

Walkthrough: Where the fast answers live (The editor Help menu)

1. **The help centre first**: Most questions are already a guide here, with a walkthrough pointing at the exact button.
2. **And the shortcut list**: For the questions that are really "how do I do this faster?".

Note: 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.

Walkthrough: The answers inside the editor (The editor Help menu)

1. **The welcome guide**: Returns the first-run tips: click, right-click, drag. Worth one more look before asking.
2. **The getting-started checklist**: Tracks the four steps that make a new site solid, which is often the real question behind a support message.

- [ ] 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.

Warning: 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.

## 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

- [The website did not publish](/help/troubleshooting/the-website-did-not-publish)
- [Plans, licences and the trial](/help/plans-and-billing/plans-and-trials)
---

CubeSites is a trading name of Cube Systems Limited, part of Crushed Ice Group. Registered in England and Wales, company number 17220899. Registered office: Unit 11, Olney Business Park, Osier Way, Olney, Buckinghamshire, MK46 5FP. ICO registration number ZC216972.

Contact: hello@cubesites.co.uk | 01234 672 617 | https://cubesites.co.uk/contact