What to include when you report a website issue

Why the details matter

When we know exactly what you are seeing and where, we can usually confirm the cause on the first reply instead of the third. A few specifics up front save a round trip or two.

What to tell us

1. The website address — the domain, so we know which site to open.
2. The page — the full URL where you see the problem.
3. What looks wrong, and what you expected instead — "the staff photo on this page is gone" tells us far more than "the page looks off".
4. When you first noticed it — and anything that changed around then, such as a page being edited or published.
5. Who is seeing it — just you, or several people? Which browser and device? This is often the single most useful detail.

Try a hard refresh first

Browsers hold on to older copies of pages, so something can look wrong to you while the site itself is fine. Before reporting, it is worth trying:

• Hard refresh — Ctrl+F5 on Windows, Cmd+Shift+R on a Mac.
• Open the page in a private or incognito window, or on your phone off wifi.

If the problem disappears, it was your browser holding an old copy. If it is still there, send it over with the details above.

Screenshots help

A screenshot of what you are seeing, with the browser address bar visible if possible, tells us in one glance what a paragraph of description often cannot.