Include in your message #
- What you expected and what happened, with steps to reproduce.
- The page URL and a screenshot.
- WordPress, PHP, theme, Multisite yes/no, Opti-Behavior Free and Pro versions.
- The Setup check result (How it works page).
- For technical problems, a debug log.
Get a debug log #
- Settings → Debug & Logging → enable PHP and JavaScript debug.
- Reproduce the problem.
- Download Log and attach it.
- Turn debug off.
Where #
Use the contact and support page, or the support links on the How it works page. Pro customers: mention your licence email.
A good support message – example #
“Since updating to 1.9.2, the Recordings page shows no new recordings. Site: example.com (WordPress 6.8, PHP 8.2, Astra, not multisite), Opti-Behavior 1.9.2.1 + Pro 1.9.2, LiteSpeed Cache. Setup check: visits received, no tracker blocked. Steps: visit /pricing/ in a private window, accept the banner, browse 1 minute. Debug log attached.”
Before you write #
- Read the troubleshooting article of the module (heatmaps, recordings, forms, A/B, tracking).
- Clear the page cache and try again in a private window.
- Check that Free and Pro are on matching versions.
FAQ #
Do I need to send logs every time? #
Only for technical issues. For questions about how a feature works, a description is enough.
Can support log into my site? #
Only if you create a temporary account yourself; never send your own password.
Security issues #
If you think you found a security problem, report it privately through the contact page with the details; do not post it publicly.
Expected result #
Support can reproduce your issue without back-and-forth.
