13015 – How to report an issue with your site

If you need need to report a potential issue with your site here is the process to follow so the team can troubleshoot the issue fast.

For issues with pages functionality and courses provide the following details:

  • Provide Your Site Domain Name.
  • The Name of the Campaign
  • The Name of the Page
  • The URL of the Page
  • The Name of the Course
  • The ID of the Course
  • Describe as much as possible ALL the steps to replicate the problem
  • What Browser and version was used
  • Send all the information to the team at [email protected]

 

 

 

For issues with purchases provide the following details:

  • Provide Your Site Domain Name.
  • The Name of the Campaign
  • The Name of the Order Page
  • The URL of the order Page
  • Describe as much as possible ALL the steps to replicate the problem
  • What Browser and version was used
  • Send the required information below depending on your payment systems (Stripe/PayPal)
Stripe payment
  1. Send us a screenshot of your Stripe API settings
    In your Stripe Dashboard, click Developer > API Keys. Reveal secret key
  2. Send us a screenshot of your Stripe Webhook settings
    In your Stripe Dashboard, click Developer > Webhooks.
    Click your URL, then click the Update details button.
  3. Send us the payment event data from Stripe
    Go to Payments > Search for the specific transaction and click on it > Scroll down and look for Events and Logs > Click on View event detail > Then copy the entire event data and paste it on the email itself or on a notepad/TextEdit and attach to the email.
PayPal payment
  1. Send us a screenshot of your PayPal IPN Settings.
    In your PayPal, click the Gear icon in the upper right corner > Account Settings.
    Next, click Notifications in the left sidebar menu.
    Lastly, click Update in the Instant Payment Notifications section.
  2. Send us a screenshot of your PayPal IPN Message Page.
    In your PayPal, click the Gear icon in the upper right corner > Account Settings.
    Next, click Notifications in the left sidebar menu.
    After that, click Update in the Instant Payment Notifications section.
    Click the link IPN History page in the text.
    Click the Message ID of the IPN Message you want to screenshot.
  3. Send us the IPN Message from PayPal (Copy and paste in your email message)
    Go to the Activity menu in your PayPal account and search for the member’s name or email address.
    Next, click on the name to open the Transaction Details and copy the Transaction ID
    Go back to the Instant Payment Notification (IPN) history page (you can reach this page by following the steps on the previous bullet for “Send us a screenshot of your PayPal IPN Message Page”)
    Filter the search dates to All (Last 28 days)
    Input the Transaction ID in the field and click on the Search button.
    Click on the Message ID from the search results and this should open the Instant Payment Notification (IPN) details
    Take a screenshot of the page.
    Copy the contents of IPN Message and paste in a TextPad/TextEdit/notepad and attach or copy and paste the IPN Message in your support email message

Send all the information to the team at [email protected]