Reporting a Website Problem: Details That Make Technical Support Easier

A useful technical support request explains what you tried to do, where the problem occurred and what happened instead. Those details help the person investigating reproduce the issue. A message saying only that 'the site does not work' leaves too many possibilities open.

Identify the page and intended action

Copy the page address from the browser and describe the action you were attempting. For example, you might have been searching the blog, opening a practitioner profile or completing a contact form. Mention whether the problem occurs before or after selecting a particular button.

If the address contains a personal access token or other private information, do not circulate it casually. Describe the page and use the support process appropriate to the service. Never send a password or verification code in a support message.

Describe the device and sequence

State whether you are using a phone, tablet or computer, and name the browser if you know it. Include the approximate time and the steps that led to the issue. A short numbered sequence is often easier to follow than a long paragraph.

Copy the exact error wording where possible. Distinguish a blank page, an inactive button, an error message and content that looks wrong. These may require different kinds of investigation.

Use screenshots thoughtfully

A screenshot can show the position of a problem or a message that is difficult to describe. Before sharing it, remove or cover private information, unrelated tabs and personal form entries. Capture only the part needed to explain the issue.

If you are reporting a contact form problem, do not repeatedly submit the form as a test. You may create duplicate enquiries. Explain whether a submission appeared to succeed and whether any confirmation was shown.

Keep the request focused

A good request can include the page, intended action, actual result, device and any relevant screenshot. If there are several unrelated issues, separate them clearly so that each can be tracked.

After receiving a response, follow the stated next step and report whether it changed the behaviour. Avoid changing several things at once if the support person is trying to isolate one cause. Keep the conversation together so that the investigation has a clear history.

Frequently asked questions

Should I send my login details?

No. Do not send passwords or one-time verification codes. Use the service's approved account recovery or authentication process if access is the issue.

What if I cannot identify the browser version?

Start with the device and browser name you know. The support team can ask for further details if they are needed.

Report ICPHAA website issues through Contact. Include the affected page and a concise description of the problem.