Start here
Try to identify the smallest action that produces the problem. A permissions issue, hidden filter, missing connection and application defect can look similar from a single screenshot.
Work through these checks
- Confirm the workspace and affected module. Check whether the problem happens on one record, one screen or the whole application.
- Clear relevant search/view/date filters and check your access. For a source problem, compare the original provider and its connection status.
- Save or copy any unsent work, then reload the affected page once. If sign-in has expired, sign in again using the intended workspace address.
- Repeat the smallest failing action and note the exact message. If possible, check whether another authorized person sees the same result without sharing accounts.
- If a change may already have succeeded, inspect its result before repeating it. This is especially important for imports, email sends, subscriptions and record creation.
- Read the related guide for sign-in, records, imports, integrations or the affected module. Record which checks you tried and what happened.
Stop and escalate when needed
Contact the team promptly if you suspect incorrect access to another organization’s information, unexpected destructive changes or a problem that blocks essential work. Self-service should not delay reporting a serious incident.
Include this in your request
- Workspace address and affected module or page.
- What you were trying to do, the steps taken and the expected result.
- What actually happened, including the exact visible error.
- Approximate time and timezone, and whether it happens every time.
- Relevant record links or identifiers and the guides/checks already tried.
Use your configured support channel. Include only relevant information; passwords, sign-in links, API tokens and complete customer exports are not needed for a first report.
Know what has been recorded
An internal support note and a customer-visible reply are different. Saving a reply in a support thread does not prove an email was delivered. Your operator confirms which customer communication channels are configured.