Describe what happens
A clear description makes the problem easier to understand. Make a note of:
- What you are trying to do. Describe the task and the result you expected.
- What happens instead. Include relevant error text, with sensitive details removed.
- Where it happens. State whether you are using the web client or an app, your operating system and your browser. Include version numbers if you know them.
- When it happened. Give the date, approximate time and time zone, and say whether it happens repeatedly.
- What you have already tried. Avoid deleting files or changing permissions simply to test a problem.
Take a safe screenshot
A screenshot can help explain an error message. Include only the part of the screen that is needed. Check the address bar, tabs, file names and notifications too.
Review the image before sending it. Hide personal details, customer names, private file names and sharing links. Never include passwords, one-time codes or recovery codes.
If you can demonstrate the issue with a made-up test file, use that instead of customer material. Do not send confidential files to illustrate a problem.
Choose how to get in touch
Contact your organisation's administrator for questions about your account or the access you should have. To contact LevelSync, use the contact options on the main website.