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How to ask for help

How a non-technical person asks for help with an Exponential site so it gets fixed fast - a message template, what never to send, where free community help is, when paid support makes sense, and how a problem in the.

  • Topic type: Task
  • For: Visitors Editors Customers Non-technical people
  • doc.help.non-technical-people.when-stuck.how-to-ask-for-help
  • Last changed
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Contents

Steps

  1. Who to ask first
  2. A message that gets answered
  3. Never send these
  4. Free help from the community
  5. Paid support
  6. When the problem is in the software itself

Result

Who to ask first

Your own administrator, developer, partner or host, in that order for most questions. They know your site. Keep their contacts on Who to call.

A message that gets answered

Copy this and fill it in:

Subject: [Site name] Problem with <what>, <short description>

What I wanted to do:
What I did, step by step:
1.
2.
3.
What I expected:
What happened instead (exact message, reference ERR-... if shown):
When: <date and time>
Page address: <copied from the address bar>
My browser and device: <for example Firefox on a laptop>
Did it work before? Does it happen every time?
How urgent: <for example: visitors cannot send the contact form>

The page Reading an error message explains each line.

Never send these

  • Passwords, also your own. Nobody needs it; an administrator can reset it.
  • Two-step sign-in codes.
  • Personal data of visitors, members or customers, for example form entries or orders, unless the person you send it to is allowed to see it and the channel is private.
  • Screenshots that show any of the above. Blur or crop them first.

Free help from the community

For "how do I ...?" questions, the Exponential community helps for free: the community forums, the Telegram chat, the Discord server and the Slack workspace (Asking for help). Free help depends on the time people give, so nobody promises an answer time. Be friendly, be precise, and never post private data in a public place.

When you cannot wait, the project's support page recommends paid support from 7x, the company that maintains Exponential, and partners offer support too (Getting support, Partners: start here).

When the problem is in the software itself

If your administrator finds that the problem is in Exponential itself rather than in your site's setup, they report it publicly so it is fixed for everyone. The Report an error page of the help prepares such a report (Filing a bug in Exponential). You need a free GitHub account to report it yourself.

Not everything that feels wrong is a mistake: some behavior is chosen on purpose, and other sites depend on it. A request to change such a negative feature needs a good reason and can take several rounds of discussion before anything changes.

A security problem is never reported publicly: send it privately to the address in Security problems.

Become an Exponential Partner. Partners share their information, provide funding, contribute back and develop the products with us, and that is how Exponential grows. A partner website and dashboard are planned for mid-2027: please become a partner today to speed up our growth rate and land new features faster. Start with Partners: start here and How to apply.

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