One of the hardest things to get people to understand is how to properly open a support ticket. Given that there are many reasons a problem can arise, it is HIGHLY recommended that you be as DETAILED as possible when opening a support ticket.

What do we mean by detailed? We simply mean - give more detail about what is happening.

Think of it like this... most of us probably drive a vehicle. Below, are 2 scenarios... imagine you are the car mechanic, which explanation would you want your customer to give you?

Customer 1: I got up this morning, I went out to my car. I tried to start it and it wouldn't start. So I had it towed over to here so you can fix it. When do you think you can have it back to me by?

Customer 2: This morning, I went out to my car, opened the door, got in, put my key in the ignition, tried to start it and I heard a "click". When it didn't start, I tried again, except this time, I noticed that there were no lights coming on, on the dashboard, no chimes or dings or bells - just "click". I tried a few more times, and figured it might be my battery but while I tried it one more time, I also noticed a kind of a slight "thump" from down near the bottom of the motor (or a movement of some sort). So then I figured I'd go ahead and call a tow truck and here I am. Do you know what it is thats causing this? When do you think you can have it back to me by?

Clearly, any mechanic would want the explanation provided by Customer 2 because it informs the mechanic - as much as possible, about the situation and what happened. Sure, as the mechanic, you may have more questions. But in a full explanation, it speeds up the process of fixing and troubleshooting and ultimately, gets your car back to you faster!

The point is this... when something happens, take note of the following and describe in detail:

• What you did?
• What you saw?
• Where you were (link)?
• Was there an error?
• What is your IP address (do a google search for "whats my IP")?
• What precisely did you click on?
• Did you try another browser or computer?
• Is it happening with your smartphone too?
• Did something flash and then disappear?
• Are other people around you experiencing the same issue?
• Is your internet connection working properly?
• Can you get to other websites?
• If you get an error, what exactly is the error message?
• Any OTHER information you think might be helpful in knowing

There are a NUMBER of possibilities that something can be happening and being as detailed about what you experienced helps IMMENSELY in troubleshooting and resolving the situation.

So to better help YOU and to speed up any ticket you have, please be as precise and detailed as possible when attempting to describe a problem. We sincerely thank you for your time in reading this as it will make supporting you a better experience and for you, a happier customer in the long term! :)