Here to help

1. Confirm the issue

First, check that the issue can be repeated.

• Go through the same steps again
  
• Confirm the issue happens consistently
  
• Take note of exactly what you did

If you can reproduce the issue, it makes diagnosis much faster.

2. Tell us exactly what happened

When you contact us, include a clear step-by-step description.

For example:

• The page you started on
  
• What you clicked or selected
  
• What information you entered
  
• What you expected to happen
  
• What actually happened

The more precise you are, the quicker we can identify the cause.

3. Provide key details

Please include as much of the following as possible:

• Date and time the issue occurred
  
• The page URL
  
• Any error messages
  
• Screenshots or screen recordings

For form submissions or failed purchases, also include:

• The name of the person completing the form or purchase
  
• Email address or reference used
  
• Approximate time of the transaction

This helps us locate the exact record in the system.

4. Tell us about your setup

If relevant, include:

• Device type, desktop, mobile, or tablet
  
• Browser, such as Chrome, Safari, or Edge
  
• Whether you were logged in

5. Summary

To help us resolve your issue quickly:

Confirm the issue can be repeated

• Provide clear steps
  
• Include detailed information

This allows the Website Angels team to identify and fix problems without delay.

Support charges

We will always investigate issues carefully. However, charges may apply if:

• The issue is caused by content changes or user actions
  
• The issue cannot be reproduced
  
• No fault is found within the website

We will let you know our current charge rate when you call so that you are aware before we proceed.