Get help fast: open a support ticket with the right details
A ticket with the right details usually gets solved in one reply. What to include, where to find it, and when we answer.
Updated 3 min read By the D.C Style team
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The fastest way to get help with a D.C Style add-on is a support ticket, and the fastest tickets are the ones we can solve in a single reply. That comes down to a few details: which add-on, which versions, the exact error and what you did before it appeared. Each add-on is built and supported by its developer, so the person who answers knows the code.
Check the guides first
Many questions already have an answer here, and it's quicker than waiting for a reply:
- Installed an add-on but nothing shows up? covers permissions, options and widgets.
- Common add-on installation errors covers the messages you might see while installing.
- Each add-on has a setup guide in Add-on Guides.
The ticket form also suggests guides that match what you type, before you send.
Open a ticket
- Sign in and go to Open a support ticket.
- Pick what you need help with, for example Something isn't working, Installing or upgrading or Licenses & billing. The topic sends your ticket to the right person.
- Choose the add-on it's about. Your licensed add-ons are listed first, and you can search for free ones.
- Describe the problem, attach screenshots or logs, and say how urgent it is.
What to include
These details save the most back-and-forth:
- Versions: your XenForo version, the add-on version and your PHP version. Where to find them.
- The exact error, copied as text rather than retyped. If the forum only says "Oops! We ran into some problems", the real message is in Logs > Server error log. How to find it.
- What you did just before it happened, and what you expected instead.
- Where to see it: the page address on your forum where the problem shows.
- Whether other add-ons are involved. If you can, check whether the problem still happens with other add-ons disabled.
You can attach up to 5 files of up to 10 MB each: images, PDFs, or .txt and .log files.
Warning: Never put passwords, your
src/config.phpor database details in a ticket. If we need access to your forum to investigate, we'll ask, and explain what we need and why.
How urgent is it?
We answer every ticket, and urgent ones are looked at first. Choose Urgent when your forum is down or you can't pay, Normal when something isn't working as expected, and Low for a question or idea.
When we answer
Support runs Monday to Friday, 8am–5pm ICT (UTC+7), in English. We usually answer within one business day and email you when we do, so you don't need to keep checking. Reply in the same ticket to keep everything in one place.
Other ways to get help
- Questions before you buy: ask on the product page's Questions tab, where other customers can see the answer too.
- Ideas: choose Feature request as the topic. Tell us what it should do and why it helps your forum.
- Anything else: use the contact page.
Still stuck? Open a support ticket now with the details above. You don't need to have everything; send what you have, and we'll ask for the rest.