What to include in a support request
App version, organization name/ID, user ID, route, timestamp/timezone, page/post/dashboard/Link Tree ID, exact message, screenshot, relevant System Status/Audit Log entry, and reproducible steps. Explicitly tell customers never to send passwords, verification codes, cookies, access tokens, or secrets.
Overview
App version, organization name/ID, user ID, route, timestamp/timezone, page/post/dashboard/Link Tree ID, exact message, screenshot, relevant System Status/Audit Log entry, and reproducible steps. Explicitly tell customers never to send passwords, verification codes, cookies, access tokens, or secrets. Use it as a reference while you work in MediaFox or when you need to interpret the information on screen. Security and troubleshooting depend on precise timestamps, states, permissions, service health, and reproducible steps.
Why this matters
What to include in a support request affects how you interpret information and choose the next action in MediaFox. Security and troubleshooting depend on precise timestamps, states, permissions, service health, and reproducible steps.
Read the current organization, page, platform, date range, status, and permission context together. The same label can have a different practical meaning when one of those inputs changes.
Key points
Use the following points as the working definition for this reference. They are taken from the current MediaFox product surface and should be checked again when an external platform changes its behavior.
- App version.
- Organization name/ID.
- User ID.
- Route.
- Timestamp/timezone.
- Page/post/dashboard/Link Tree ID.
- Exact message.
- Screenshot.
- Relevant System Status/Audit Log entry.
- Reproducible steps.
Use this reference in MediaFox
Open Audit Log, System Status, or the affected feature and locate the control, status, metric, or identifier described above. Compare the value on screen with the selected scope rather than reading it in isolation.
- Confirm the scope
Check the current organization, connected pages, platforms, date range, filters, and lifecycle state.
- Read the supporting context
Inspect labels, tooltips, empty states, warnings, and permission messages next to the value or control.
- Choose the next action
Continue only when the information supports the intended outcome: the cause is identified, the safe recovery action is complete, or support has enough context to investigate.
Troubleshooting
If the result is missing or an action is unavailable, do not assume the data was lost. MediaFox can hide controls because of role, page access, organization allowlists, add-ons, lifecycle state, or an external platform limitation.
- Record the organization, route, item ID, time and timezone, exact message, and steps that reproduce the issue.
- Check System Status and Audit Log before repeating a destructive or security-sensitive action.
- Never send passwords, verification codes, cookies, access tokens, API keys, or other secrets.
Availability and access
Availability depends on your organization access and assigned permissions.