If you want to get in touch with us to report a problem or request for a change on your website, here’s a guide on how best to do that. But first—
Is there really an issue or is it just the cache?
Sometimes, the cache version on your computer can conflict with the new website changes, and the website will seem like it is broken or hasn’t been updated.
But often your computer is the only place it appears like this. So please make sure you clear your cache and do the following if something doesn’t seem right, just to make sure it is not a cache conflict.
- Clearing your cache
For Mac: Safari Menu > Clear History and Website Data
For Chrome: Menu > More Tools > Clear Browsing Data
For Firefox: Menu > Options > Preferences > Privacy & Security > Cookies & Site Data > Clear Data > Clear
- Doing a force reload
For windows: Hold down Ctrl and press F5.
For Mac: Hold down Shift and click the Reload button or press Command (?), Shift and Click R.
- Checking the site on a new incognito window
- Test it on a different device
- Use another browser
If the problem still persists, email us.
If the issue is still there even after doing all these, it’s time to send us an email and get our help. When you do—
- Use an appropriate subject line in your email.
Email is the best way to reach us. When you do send us an email, make sure to utilize the subject line. It is our first glimpse of what the issue or request is about.
Also add the word “Urgent” if it’s something that’s affecting your business and requires our immediate action.
- Share supporting materials.
If you’re seeing an error for example, attaching a screenshot of what you’re seeing would help us understand the issue better. You can also add annotations to your screenshot for clearer visual instructions.
- How can you share files with us?
If your request is something that needs to be tracked over time, then it’s best to share it with us through Google docs, drive folders, dropbox folders and other similar tools.
Make sure the sharing settings are set to public and that you paste the share link in the email to us!
- If you have a ‘complicated’ request or visual issue, use a video!
It’s sometimes hard to find the words to explain complicated issues or requests. In cases like this, explain it with a video! This works especially well when describing a visual change or issue on the website.
We recommend using Loom.com. It’s what we use everyday with our clients and within the team because:
- It’s easy to use
- It’s free
- It automatically saves what you’ve recorded in Cloud and gives you a link which you can share with other people, like your devs!
Because we can visually see what you see, not only are we able to avoid too much back and forth, troubleshooting and issue resolution also become quicker.
For design feedback, we use InVisionApp.
Feedback on design stuff is usually hard to explain. To get around this, we use a tool called InVision.
With it, you can place comments exactly on the parts you want us to change or update. We automatically get alerted whenever you add comments on the design. That way we can work on your feedback quickly.
Got something to add or ideas to share with us? Do you have questions about how our service works? Shoot us an email at [email protected].