Providing clear details when you contact Tridence helps us understand the problem, determine its impact, and begin troubleshooting more efficiently.
Information to include
Website or domain: Provide the full website address or domain affected by the issue.
What happened: Describe what you expected to happen and what occurred instead.
When it began: Tell us when you first noticed the problem and whether it is continuous or intermittent.
Who is affected: Explain whether the issue affects all visitors, specific users, mobile devices, administrators, or only one part of the website.
Error messages: Copy the exact message when possible. Include the page address where the error appears.
Recent changes: Tell us about recent plugin, theme, content, DNS, hosting, email, or account changes that may be related.
Steps already tried: List any troubleshooting steps completed before contacting Tridence.
Screenshots: Attach a clear screenshot when it helps explain the problem. Remove or cover any private information before uploading it.
Contact details: Confirm the best email address and phone number for follow-up. Let us know if you would like a callback.
For urgent website or hosting problems
Select Website or Hosting Emergency when the website is unavailable, a critical form or checkout is not working, a security warning appears, or an important customer-facing function is down. Describe the business impact so the request can be reviewed appropriately.
What not to send
Do not send passwords, verification codes, API keys, complete payment card information, or private customer data through public chat. A Tridence representative will provide a secure method if sensitive information is required.
Callback availability
Support callbacks are available Monday through Friday, from 9:00 AM to 3:00 PM Eastern Time. Outside these hours, email [email protected] for a faster response or submit a callback request for the next available callback period.
What happens after submission
After you submit your request, it is categorized and added to the Tridence Support Hub. You will receive a confirmation, and a representative will review the information and contact you if additional details are needed.
Privacy and data use
Review the Tridence Privacy Policy for information about how support details and attachments are collected, used, protected, and retained: https://tridence.com/privacy-policy/