Infinity3 Help Centre

An intermittent problem can be harder to investigate because it may work normally when someone else checks it. A short record of successful and unsuccessful attempts helps support identify a pattern.

Record each occurrence

For each failure, note:

• The date, time and time zone.
• The page or feature you were using.
• What you did and what happened.
• Any error message.
• Your browser, device and connection type.

Also record a successful attempt where useful. For example, note that the same page loaded on your phone but failed on your laptop at approximately the same time.

Keep screenshots free of passwords and unnecessary customer information.

Compare safely

Change one thing at a time, such as using another browser or an approved alternative network. Keep the account, page and action the same where possible.

Ask an affected colleague to check using their own login. Do not share accounts or ask them to repeat an action that could create a payment, message or booking.

Avoid changing several settings at once. That can make it difficult to tell what affected the result.

Explain the impact

Tell support whether the problem affects one person or several, how often it occurs and which work it prevents. Mention any recent changes to devices, networks or connected services.

If the problem stops, update the existing support request with the last time it happened. One successful attempt is useful evidence, but does not establish that an intermittent issue has been resolved.