# Report a problem

> Where to get help, and what to include so we can fix your problem on the first reply.

Source: https://arraystory.com/docs/ajaxpress/report-a-problem/

## Where to ask

- **Email** [support@arraystory.com](mailto:support@arraystory.com). AjaxPress Pro customers get priority support.
- **The wordpress.org forum**: [wordpress.org/support/plugin/ajaxpress](https://wordpress.org/support/plugin/ajaxpress/), for the free plugin.

## What to include

A page we can open ourselves is worth more than any description. It's usually the difference between an answer on the first reply and a week of back and forth.

1. **A page address** where we can see the problem.
2. **What you did, what you expected, and what happened instead.** For example: "I clicked Contact in the menu. I expected the contact page. The screen stayed white."
3. **Versions**: AjaxPress, AjaxPress Pro (if you use it), WordPress, and your theme. They're on the **Plugins** screen and under **Appearance → Themes**.
4. **Red errors from the browser console.** Open the page, press <kbd>F12</kbd>, choose **Console**, reproduce the problem, and copy any red lines.
5. **What you've already tried**, from the [troubleshooting checks](https://arraystory.com/docs/ajaxpress/troubleshooting/#first-rule-things-out).

For a player problem, also include the plugin or theme that shows the player, and the selector or marker you used.

## A screen recording helps

A short recording of the problem often explains it at a glance. On Windows, press <kbd>Win</kbd>+<kbd>Shift</kbd>+<kbd>R</kbd> (Snipping Tool); on a Mac, <kbd>Cmd</kbd>+<kbd>Shift</kbd>+<kbd>5</kbd>. Attach it to your email.

## Share diagnostic data (optional)

Under **Settings → AjaxPress → Help → Feedback**, turn on **Share usage & diagnostic data**. It tells us your versions, theme and active plugins, so we can reproduce the problem faster. [Privacy and data](https://arraystory.com/docs/ajaxpress/privacy-and-data/) lists exactly what it sends. You can turn it off again once we're done.

## Please don't send

Passwords or login details. If we need access to your site, we'll ask, and suggest a safe way to give it.