Report a website issue we can investigate

Before you start

• The full address of the affected page, not only the website homepage.
• The approximate time and the phone or computer and browser you used.
• One or two screenshots with private information removed.

What to do

1. Write the steps in order

   Use plain instructions: open this page, choose this item, press this button. State the expected result and the result you saw. For example, a call button opens the wrong number is more useful than saying the whole website is broken.

2. Capture the visible evidence

   Show the relevant button, message or layout area with enough surrounding page to identify it. Copy an error message exactly if safe. Hide passwords, recovery links, personal messages and payment information; a screenshot should not expose another customer’s details.

3. Separate observations from guesses

   Say whether the issue happens every time and whether it began after a known change. If you checked another browser or device, include that result without treating it as proof of the cause. Do not keep changing settings simply to gather more evidence.

4. Choose the appropriate route

   Existing customers can contact support with their order reference. For a new unknown issue, the problem-assessment service investigates one issue for up to 30 minutes and reports findings. It does not promise that every fault can be diagnosed or repaired within that time.

What to check

• Someone else could follow your steps without needing to guess which page you meant.
• The report distinguishes what you observed from what you think caused it.
• Attachments and copied messages contain no sensitive customer or account information.

Sources and further reading

Platform features can change. Check the provider’s current guidance before changing a live service.

• PresGro assessment scope
• Existing customer support