In this guide: What information to send to receive faster support.
Contents
- Before contacting support
- Useful information
- If the problem affects a specific page
- Tip
Before contacting support
Check whether the problem is covered in the documentation. Many common cases are resolved with scanning, target language review, cache, or JSON validation.
If the problem continues, prepare the information needed so support can reproduce or understand the case.
Useful information
- Website URL.
- Affected page.
- Source language and target language.
- WordPress version.
- PHP version.
- Oxygen version.
- WPML version.
- WPML String Translation version.
- WPML Oxygen Connector version.
- Screenshot of the panel where the problem is visible.
- Description of the steps performed.
If the problem affects a specific page
Indicate whether it happens on a page, template, reusable block, or several pages.
Explain whether the text appears in View strings, whether it is translated, and whether it is visible on the frontend.
Tip
The more specific the case is, the easier it will be to help you. A message such as “it does not translate” usually requires many questions. A message with page, language, screenshot, and steps allows support to move much faster.