Help centre: start with the symptom
Separate page loading, display and navigation issues. Specific observations make the next step clearer.
Narrow down the problem first
If one page fails, check another known page. A broad failure may concern the connection; an isolated one needs its address recorded. Do not erase data before identifying the issue.
For unusual text or menus, inspect zoom and browser version. Compare the same page after a change. Slow images differ from a completely unavailable page.
If a link opens the wrong subject, keep its label and resulting address. Include the language edition. This distinguishes wording issues from destination issues.
What makes a screenshot useful
Include the affected area and relevant message. Redact unrelated tabs, personal identifiers and secrets. Add a short written explanation.
State when it happened and what action preceded it. That is more useful than saying it does not work. Note a new time if the issue recurs.
What to do after a failed check
If refreshing leaves the same symptom, stop repeating it. Review the normal update route or compare on another device you control. Record the difference.
For account access, move from these display checks to login help. Identifier errors and verification delays have separate explanations. Never include a password.
Money questions require the relevant institution’s record first. This content help centre cannot change transaction status. Raise recipient and reference issues with the right institution.
Four steps for reporting an issue
Describe the symptom
State expected and observed behaviour.
Give the context
Include page, language, device and time.
Redact secrets
Remove codes and personal details.
Send the email
Use a specific subject and the contact-page address.
Further questions
Should I erase all browsing data?
Identify the issue first; broad deletion may be unnecessary.
When will I get a reply?
No fixed response time is promised.
Can I report a translation issue?
Yes. Include the phrase and both page addresses.
Should I repeatedly send the same email?
Add new details to the same context instead of repeating the request.