---
title: Check an issue before contacting support
description: "Gather a few useful details when a website or Infinity3 feature behaves unexpectedly. #### Before you start Save any work in progress before refreshing or leaving the page. If the issue is stopping important business activity, contact support promptly rather…"
url: "https://www.infinity3.co.uk/help/check-an-issue-before-contacting-support/"
updated: "2026-10-08"
category: Troubleshooting
---

# Check an issue before contacting support

Gather a few useful details when a website or Infinity3 feature behaves unexpectedly.

#### Before you start

Save any work in progress before refreshing or leaving the page. If the issue is stopping important business activity, contact support promptly rather than delaying your report to complete every check.

#### #### Make a few simple checks

1. Confirm you are using the intended website, account or page.
2. Note what you expected and what happened instead.
3. Read and record any error message.
4. If it is safe to repeat the action, check whether the problem happens again.
5. Try an up-to-date browser or a separate browser session where appropriate.
6. Check whether a colleague sees the same issue without sharing login details.
7. Search the Help Centre for the affected task or feature.

Avoid repeating payments, form submissions or messages while checking, as this can create duplicate activity.

#### Record the result

Note which checks changed the behaviour and which did not. Include the device, browser and approximate time of the issue in your support request.

#### Things to know

- You do not need to identify the cause before asking for help.
- Avoid changing several settings at once.
- Tell support about recent changes made by your team or another supplier.
- Use the relevant platform or service guide for more specific checks.

Contact Infinity3 with your findings and the effect on your business.