🎯 Why Clear Issue Descriptions Matter
When you reach out to our support team, the more detail you share about what you need, the faster we can help. If our team receives a message without a specific question or issue description, it can delay your resolution while we ask follow-up questions to understand your situation.
This article helps you prepare everything you need before starting a support chat so you get the right answer as quickly as possible.
📋 What to Include When Contacting Support
Before opening a chat, take a moment to gather the following information:
- What you were trying to do: Describe the task or goal you were working on inside the platform (e.g., running a site audit, setting up a project, generating a report).
- What happened instead: Explain what the platform did that was unexpected, or what result you received that did not match your expectation.
- Where in the platform it occurred: Name the tool, section, or page where you encountered the issue (e.g., OTTO SEO, Keyword Research, Backlink Analyzer).
- Any error messages: Copy or screenshot any error text displayed on screen — this is extremely useful for diagnosis.
- Steps you already tried: Let us know if you refreshed the page, tried a different browser, or attempted any other troubleshooting steps.
✅ Examples of Helpful Support Messages
Here are examples of messages that help our team respond quickly and accurately:
- Clear and specific: "I'm trying to run a site audit on my project but the crawl has been stuck on 0% for 20 minutes. I've already refreshed the page and the issue persists."
- Clear and specific: "My keyword rankings stopped updating three days ago. The last update shown is from Monday. Is there a known delay?"
- Too vague to act on: "I need customer service." — Our team will need to ask what you need help with before they can assist, which adds time to your resolution.
🛠️ Common Reasons Customers Contact Support
If you are not sure how to describe your issue, here are some common topics our team helps with — use these as a starting point:
- A feature is not working as expected or producing incorrect results
- You cannot access a tool, project, or report inside the platform
- You have a billing or subscription question
- You need guidance on how to use a specific feature or tool
- You received an unexpected error message
- Data appears missing, outdated, or inconsistent
- You want to understand what a metric or report means
💡 Tips for a Faster Resolution
Follow these best practices to reduce back-and-forth and get your issue resolved in a single interaction:
- Be specific: The more context you provide upfront, the fewer follow-up questions our team will need to ask.
- Include your project name: If your issue is tied to a specific project or domain, mention it by name so the team can locate it quickly.
- Note the exact error message: Copy the full text of any error — even partial messages help narrow down the cause.
- Note the time it occurred: If the issue happened at a specific time, include that timestamp so the team can check logs if needed.
- Check the Help Center first: Search for your topic here — many common questions about features, billing, and tools are already answered in detail.
🚀 How to Reach a Human Agent Right Now
If you have gathered your details and are ready to speak with someone, or if you have reviewed the Help Center and still need assistance, here is exactly what to do:
- Open the chat widget in the bottom-right corner of the platform.
- Type human teammate to be instantly routed to a live member of our support team.
- Share the information you gathered above — your project name, what you were trying to do, what happened, and any error messages — so the agent can begin helping you immediately without delay.
If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.