Safe information to send with a support request

A good request is specific enough to reproduce and free of anything that puts the site or its attendees at risk. Attendee data makes the second half stricter than usual.

Do these checks first

1. Confirm the POM theme is active. It explains a large share of reports on its own.
2. Reproduce the problem in a private browser window, signed out.
3. Reload once, to rule out a cached copy.
4. Note whether it also happens signed in.
5. Note the scope: one event, one list, one visitor, or everything.
6. Note what changed just before — an update, a settings change, a theme change, a new plugin.

What to send

Where

• The exact public URL where the problem is visible.
• The event involved, and its start and end dates.
• Which page holds the shortcode, if it is a listing problem.

Configuration

• The active theme.
• Whether attendee functionality is enabled.
• Whether WooCommerce is involved.
• The relevant settings, by their visible labels.
• Whether the event has a capacity, and whether it is full.

What

• What you expected and what you saw.
• The exact wording of any message on screen.
• Whether it happens signed out, signed in, or both.

How

• The steps that reproduce it, in order.
• The device and browser, especially if it only happens on a phone.
• When it started.

What never to send

• Attendee lists, CSV or XLS exports, or any file containing registrations.
• Screenshots showing attendee names, email addresses, telephone numbers or comments.
• Attendee comments quoted in text — they frequently contain health and accessibility information.
• Customer or order data from WooCommerce.
• The license key.
• WordPress, hosting, database or payment credentials.
• Full server logs without reviewing what is in them.

If a message asks for anything on this list, stop and confirm through your usual service contact before replying.

Redacting a screenshot

1. Capture only the region that shows the problem.
2. Crop out attendee rows entirely, or blur every column.
3. Crop out the admin bar and the account name.
4. Check the corners for open tabs, notifications and file names.
5. Never annotate an image with credentials.

For an attendee-panel problem, a screenshot of one row with invented values usually demonstrates the issue as well as the real data.

A template you can copy

Site URL:
Active theme:
Public URL where the problem is visible:

Event: (title, start date, end date, status)
Attendee functionality enabled: yes / no
WooCommerce involved: yes / no
Event capacity: (number, or none)

Expected:
Actual:
Exact message on screen:

Signed out: yes / no
Signed in: yes / no
Private window, reloaded once: yes / no

Steps to reproduce:
1.
2.
3.

Started: (date/time)
Changed just before:

The sentence that shortens most exchanges

"It is correct in the event editor and wrong on the public page, signed out, after a reload, on the POM theme."

That one line rules out the theme, the content and the browser, and points straight at the remaining layer.