Information to collect before contacting support
A focused support report makes a visible POM Theme problem reproducible without exposing credentials, customer records or private infrastructure.
Prepare a minimal report
Include:
- The affected public or staging URL.
- The page, form, template or Faceted Search configuration title.
- Exact numbered steps starting from a fresh page load.
- The expected result and the actual result.
- The visible error message copied as text.
- The date, time and time zone of the latest attempt.
- Whether the issue also occurs while signed out in a private window.
- Browser name, device type and viewport width when layout is involved.
- The WordPress, POM Theme and relevant POM plugin versions.
- One redacted screenshot showing the relevant control and result.
For intermittent issues, state how often they occur and the smallest sequence that reproduces one.
Reduce the example safely
Use a temporary page or sample content with invented data when possible. Remove unrelated components and retest after each removal. Keep the original content unchanged until the reduced example reproduces the same symptom.
For form problems, use fictional names, addresses and attachments. For commerce, directories or restricted content, do not expose real orders, accounts, submissions or access rules.
Never include
Do not send:
- Passwords or administrator account details.
- License keys, API keys, webhook secrets or service credentials.
- Browser cookies, session data, nonces or authorization headers.
- Database credentials, database exports or configuration files.
- Unredacted contact, order, payment, health or other personal data.
- Full server paths, private endpoints or raw log archives containing environment details.
If support needs privileged access or a diagnostic artifact, wait for an approved secure channel and follow its specific instructions. Do not place secrets in a normal ticket, screenshot or shared document.
Useful symptom-specific evidence
- Builder or responsive: affected row or component, viewport width and visibility settings.
- Template or merge tag: template family, assigned content context and a sanitized object with a known value.
- Faceted Search: clean listing URL, one selected facet and one expected matching item.
- Form: first visible validation state and whether a success message appeared before an action failed.
- Styles: whether one page or the whole site is affected, and which cache or asset refresh was already performed.
Final check
Read the report as if it were public. Redact anything that could authenticate a request, identify a private person or reveal infrastructure. Then repeat the numbered steps once to ensure they still reproduce the reported result.
Expected result
Support receives enough safe information to reproduce and classify the issue without requesting broad access to the site.