Share support information safely

Give support enough detail to investigate without exposing credentials, payment data or private site content.

Safe information to include

Start with:

• the Pomatio account email address;
• product or service name;
• installed version and latest version shown in the account, when relevant;
• order, subscription, commission or payment-request number;
• affected hostname;
• exact status badge and exact error message;
• the date, time and timezone of the most recent attempt;
• numbered steps that reproduce the problem;
• what you expected and what happened instead.

For a license, share only the masked prefix visible before Reveal key. For POM AI, include the plan, displayed balance, domain limit and safe usage-log fields without copying prompts or generated content.

Do not send

• a full license key;
• a Pomatio account or WordPress password;
• a one-time login link in an ordinary message;
• payment-card or bank-account data;
• private API keys, secrets or signing keys;
• database exports or unrestricted server backups;
• customer personal data, private prompts or confidential page content;
• screenshots that expose browser password managers, authentication codes or unrelated account data.

Support does not need a full license key to identify a license owned by your account.

Prepare a safe screenshot

1. Capture only the relevant panel and exact message.
2. Crop unrelated tabs, browser chrome and personal notifications.
3. Redact full keys, passwords, tokens, payment data and customer details.
4. Keep product name, status, safe identifiers and timestamps visible.
5. Review the finished image before attaching it.

Do not place sensitive text behind a translucent marker; remove or fully cover it.

Temporary site access

Do not create or send an administrator account unless support explicitly determines that access is necessary and provides an approved secure method. If temporary access is authorized:

1. create a separate account with the minimum required role;
2. set an expiry or removal reminder;
3. transmit access only through the approved secure channel;
4. remove the account as soon as the investigation ends;
5. rotate any credential that may have been exposed.

A useful request format

Account: customer@example.com
Product or service: Product name
Site: example.com
Version: 1.2.3
Safe reference: order 1234 or masked license prefix
When: 2026-08-02 14:30 Europe/Madrid
Steps: 1. ... 2. ... 3. ...
Expected: ...
Actual result and exact message: ...

Replace the examples with real safe details and omit any line that does not apply.

After sending

Preserve the current state unless support asks for a controlled change. Repeatedly rotating keys, removing domains, retrying payments or reinstalling products can erase useful evidence and create new symptoms.

If you accidentally shared a secret, revoke or rotate it immediately and tell support which credential was exposed, without pasting it again.