---
url: /start/support.md
description: >-
  How to reach Relyweb support, and what to include so the first reply is the
  useful one.
---

# Getting support

Support is available at [relyweb.co](https://www.relyweb.co/).

Two pages resolve most of what people write in about:

* Your app's **Error reference** — if you have an exact message, search this site
  for it verbatim. Every message our apps produce is listed with its cause.
* Your app's **Troubleshooting** page — for wrong behaviour with no error
  attached.

## What to include

With these five, a ticket can usually be answered in one reply:

1. **Which app and which version.** Shown in the app's admin area.
2. **Platform and version** — WHMCS 8.x, or AcelleMail 4.x.
3. **PHP version**, and whether ionCube Loader is present.
4. **The exact error message**, copied as text rather than described. If it is in
   a log, say which log.
5. **What you did, what you expected, what happened instead** — including whether
   it ever worked, and what changed if it did.

For a payment problem, the transaction log row for the failing attempt is worth
more than any description: it carries the provider, the outcome and the
provider's own error.

## What not to send

::: danger
Never send licence keys, API secrets, gateway credentials or database backups.
Relyweb support will never ask for them.

Database snapshots taken by the apps' updaters contain configuration, licence
details and provider credentials. Treat them as secrets. If a problem genuinely
needs one, we will tell you how to send it securely.
:::

## Bugs and feature requests

Both welcome through the same channel. For a bug, the five items above are what
we need. For a feature request, describing the outcome you want is more useful
than proposing the mechanism — it is often already possible, or possible in a way
that suits your setup better.