Try these checks first
- 01Refresh the page and repeat the action once.
- 02Confirm you are signed into the correct workspace and have the required role.
- 03Open the exact request or settings page again from the main navigation.
- 04For Slack, check the connected workspace and channel before reconnecting.
- 05For billing, note the invoice, order reference, and time of the attempt without sharing card details.
Send useful context
- The page or request URL
- What you were trying to do
- What happened instead
- Your workspace role
- A screenshot with private information removed
- Whether the issue is blocking work or can wait
Identify the layer that failed
Separate account access, workspace permissions, request state, file behavior, Slack connection, and billing confirmation. A full Active limit needs a different fix from a missing role, expired invite, blocked embed, or disconnected notification channel.
Capture evidence without exposing secrets
Record the page URL, workspace, visible message, browser, approximate time, and repeatable steps. Crop screenshots to the relevant area and remove customer data that Support does not need. Never include passwords, card details, reset links, private invite tokens, or API keys.
Explain the impact
Say whether the issue blocks all work, one request, one person, or one optional integration. Include a safe workaround if one exists. Clear impact helps Support prioritize correctly without guessing from the error message alone.