Getting help shouldn’t be slow or frustrating. The quality of your support request directly impacts how quickly your issue gets resolved.
A clear, well-structured ticket helps support understand your problem immediately, so they can act, not guess.
Before contacting support, include:
📧 Email: Use your account email
🏷️ Subject: Clear issue summary
🧩 Configuration ID: Required for troubleshooting
🌐 URL: Exact page where the issue occurs
🖼️ Screenshot: Full screen + console (DevTools)
🔧 Steps tried: What you already tested
🧾 Quick Template (Copy & Use)
Subject: [Short, clear issue summary]
Email: [your account email]
Configuration ID: [ID]
Domain/URL: [exact page link]
Issue Description:
[What’s happening + when it started]
Steps Already Taken:
- Step 1
- Step 2
Environment:
- Platform/CMS:
- Browser + version:
- Device/OS:
Additional Info:
- GTM Preview Link (if applicable)
- Screenshots attached
🔍 Details
Email Address
Use your account email to identify your account and link past conversations.
💡 Need others included? Ask support to CC them.
__________________________________________________________________
Request Type & Subject
Write a clear, descriptive subject line.
Example: Consent banner not loading on homepage (Shopify)
- Routes your request to the right expert faster
- Reduces time spent understanding the issue
__________________________________________________________________
Configuration ID (or Account ID)
This is critical for troubleshooting.
Where to find it: At the top of the Usercentrics Admin Interface, click to copy
If you have multiple IDs: Separate them using - or /
Using Data Rulesets? - Include the Configuration ID where the issue occurs
__________________________________________________________________
Domain / URL
Provide the exact page where the issue happens.
- Copy directly from your browser
- Avoid general domains if the issue is page-specific
__________________________________________________________________
Screenshots or Error Messages
Visuals significantly speed up diagnosis.
Include: Full-screen screenshot, Visible domain, Browser console (DevTools) open
Avoid: Cropped images, Missing error codes or timestamps
__________________________________________________________________
Troubleshooting Steps Already Taken
Tell support what you’ve already tried.
Examples:
- Cleared cache
- Tested in incognito mode
- Switched browsers
- Restarted app
- Avoid repeated suggestions
- Enable faster, deeper investigation
__________________________________________________________________
Helpful extras (if relevant)
- CMS / Platform: WordPress, Shopify, Magento, Wix, etc.
- Subscription plan
- Google Tag Manager preview link (must be shared correctly for visibility)
- Browser + version (if issue is browser-specific)
- Device + OS version (if issue is device-specific)