Getting help

When something isn't working and Troubleshooting didn't solve it, contact your PageShift provider or web agency. A good first message saves a lot of back and forth. This article lists what to include and where to find it.

1. Describe what happened

Write down, in a few lines:

1. What you were trying to do, for example "Add a new price".
2. What you clicked, step by step.
3. What you expected, and what happened instead.
4. When it happened (date and time), and whether it happens every time.
5. The address of the page or admin screen, copied from your browser's address bar.
6. Your browser and device, for example "Chrome on Windows" or "Safari on iPhone".

2. Take screenshots

A picture of the screen shows support exactly what you see, including any message in red.

• Windows: press Windows + Shift + S and drag over the part of the screen.
• Mac: press Cmd + Shift + 4 and drag.
• Phone: press the side and volume-up buttons together (most phones).

Include the whole screen when you can, so the address and any message are visible.

3. Your version and the health check

1. Go to System → Settings → Updates.
2. Note the Installed version, for example 5.99.44.
3. Click Run health check and take a screenshot of the result.
4. If support asks for more, click Run self-test (it takes up to a minute) and take a screenshot of the problems and suggestions it lists.
5. If the problem started after an update, mention the Update history on the same screen.

4. The Activity log

The Activity log shows who changed what and when, which often explains a "sudden" change.

1. Go to System → Activity.
2. Set From and to to the day the problem started. Choose Warnings only if the problem is about signing in or something being refused.
3. Click Filter, then Export CSV, and attach the file.

See See who changed what.

5. The email log (for email problems)

1. Go to System → Settings → Email.
2. Scroll to Email log.
3. Take a screenshot of the lines for the email that didn't arrive, including Sent via and Result, and any reason shown under Failed.
4. Also take a screenshot of Inbox delivery checks on the same screen.

See Email designs and the email log.

6. For a module problem

1. Go to System → Modules.
2. Take a screenshot of the module's card, with its version and any error ("Turned off after an error", the message and where it happened).
3. Forward the "Module turned off" email if you received one.

A checklist to copy

What I was doing:
What I clicked:
What I expected / what happened:
When (date, time) and how often:
Page or screen address:
Browser and device:
PageShift version (Settings → Updates):
Attached: screenshots, health check, Activity export, email log