Sometimes it happens: you have a challenge with your iPaper account that you need help with. Luckily, we have a dedicated Support team on hand to help you with whatever you need to overcome.
To help us help you, we've put together some best practices to help the iPaper Support team resolve your challenge faster:
Describe the Challenge 📝
Which Flipbook? Share a link to the specific Flipbook with the issue, especially if you have many.
What’s the challenge? Explain in detail. How can the Support team replicate it?
Where does it occur? Is it in Admin, the Flipbook viewer, or a specific feature?
When does it happen? List the steps to recreate the challenge.
Who is affected? Is it specific to one user, multiple users, or Flipbook visitors?
Technical information ⚙️
Device/browser specifications: Specify the device, browser, and browser version.
💡 You can quickly find out which browser and version you are using, via this online tool.
Share error logs from your browser’s console for quick troubleshooting:
When an error occurs, this will be logged in your browser’s console output. Including this error log when reaching out can help us get to the bottom of your challenge quickly.
💡 Use this handy guide to help you access your browser’s console log.
Steps to recreate: Document the exact steps leading to the challenge.
Show and tell 💬
Visual aids can significantly speed up troubleshooting. Here’s how:
Screenshots: Capture your browsing interface to clearly show the issue.
💡 Find out how to take a screenshot on the most commonly used devices, in this guide.
Video capture: Use screen capture tools to document multistep processes.