# **🔍 Overview**

Sometimes a technical issue persists even after standard troubleshooting steps like clearing your cache, cookies, or switching to an incognito window. If that describes your situation, this article will help you understand why issues can remain unresolved, what information our team needs to investigate, and exactly how to escalate so we can help you as quickly as possible.

# **⚠️ Why Some Issues Require Further Investigation**

Certain platform bugs are not caused by your browser or local settings — they originate on our servers or within specific platform features. Common examples include:

- **Blank or empty modals** — A pop-up window opens but displays no content (for example, in GBP Posts publishing workflows).
- **Buttons that appear but do not respond** — An action button such as **Retry Failed Platforms** looks clickable but is disabled without explanation.
- **Metrics showing 0% instead of no data** — A visibility score displays as zero when the correct behaviour is to show that data is unavailable for that platform.
- **Unsupported platforms showing incorrect results** — Platforms that are not yet supported may surface misleading figures rather than a clear unavailability indicator.

These types of issues require our engineering team to investigate server-side behaviour and cannot be resolved by refreshing your browser or changing devices.

# **✅ Troubleshooting Steps to Try First**

Before escalating, please confirm you have already attempted the following. Our support team will ask for this information, so completing these steps in advance speeds up the process.

1. **Clear cache and cookies** — In your browser settings, clear all cached data and cookies, then reload the platform.
2. **Try incognito or private mode** — Open a new incognito window (Chrome: Ctrl+Shift+N / Cmd+Shift+N) and log in again.
3. **Try a different browser** — If you normally use Chrome, test the same action in Firefox, Edge, or Safari.
4. **Disable browser extensions** — Ad blockers or script blockers can interfere with platform features. Disable all extensions and retest.
5. **Check on a different device or network** — If possible, test on a different computer or switch from Wi-Fi to mobile data to rule out a local network issue.

If the problem continues after completing all of the steps above, the issue is very likely platform-side and requires engineering review.

# **📋 Information to Gather Before Contacting Support**

To resolve your issue as quickly as possible, please have the following ready when you reach out. The more detail you provide, the faster our team can identify and fix the root cause.

- **Screenshots or a screen recording** — Visuals are the single most important piece of evidence. Capture exactly what you see, including any error messages, blank areas, or unexpected values.
- **The URL where the issue occurs** — Copy the full address from your browser bar at the moment the issue appears.
- **The specific feature or section affected** — For example: OTTO SEO (found in the left sidebar under **OTTO SEO → All Sites (SEO Automation)**, URL: **/seo-automation-v3**), GBP Posts, LLM Visibility, or another area.
- **Steps to reproduce** — List exactly what you clicked or did before the issue appeared. The more precise, the better.
- **How long the issue has been occurring** — Note the date you first noticed it.
- **Your previous conversation reference** — If you reported this issue in an earlier support conversation that was closed, mention it so our team can review the full history and your original screenshot.

# **💬 How to Escalate to Our Support Team**

If you have completed the troubleshooting steps and gathered the information above, our team is ready to help. 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.

When you start the conversation, share your screenshots, the URL, and the reproduction steps straight away. This allows us to escalate directly to engineering without needing a follow-up round of questions, which gets your issue resolved faster.

# **📌 Important Note on Previously Closed Conversations**

If your issue was discussed in a previous support conversation that has since been closed, that conversation history — including any screenshots you shared — may not be automatically visible to the next agent. To make sure nothing is missed, please **re-share your screenshots and a brief description of the issue** when you open a new chat. Mention that this is an ongoing problem so the agent can flag it for priority review.