Start with the health dashboard and logs
Record the exact URL, time, account, action, message, and request identifier before changing configuration. Check application logs, server logs, browser developer tools, and the relevant external provider dashboard.
Common checks
- Blank or error page: verify PHP version, extensions, file permissions, configuration, and error logs.
- CSS or images missing: confirm the application path, HTTPS host, asset routing, and web-root layout.
- Page not found: verify rewrite rules and route configuration.
- Email not delivered: test provider credentials, DNS authentication, queue workers, and bounce logs.
- Payment authentication failed: verify sandbox/live selection and the correct API credential type.
- License rejected: confirm the authorized domain, HTTPS issuer, system time, and installation refresh state.
- Background work stalled: inspect cron, workers, Redis, queue failures, and filesystem permissions.
Before requesting support
Provide the installed version, hosting environment, reproduction steps, sanitized logs, and what changed immediately before the issue. Never send passwords, full payment credentials, private keys, or customer data in an unsecured ticket.