You can greatly reduce the time it takes our technicians to investigate and resolve your issue by providing clear steps to reproduce it.
If you report a problem with your website or software (such as WordPress, Magento, PrestaShop, etc.), we will usually need to reproduce the problem ourselves so we can identify its cause and, where possible, fix it. While reproducing the problem, our technicians can also monitor the server logs for errors or other information that may help explain what is happening.
To help us help you, please provide a detailed list of steps that allow us to reproduce the problem, including the page or URL we need to visit, any login details required, the steps we need to follow, what you expect to happen, and what actually happens instead. Please include any other information that would help us see the error or problem for ourselves.
Our technicians are experts in Linux server administration. We really know our stuff when it comes to web, database and email services. However, please understand that we are not your website administrators or web developers. We probably haven't logged in to your website before and won't be familiar with how it works. When providing your instructions, please presume we know zilch about your website! The more detail, the better!
Step One
Start by giving us some basic information about the device you're using:
- Operating System (OS):
- On a computer, is it running Windows, Linux or Mac, and what version?
- On a phone or tablet, is it running iOS, Android or something else, and what version?
- Web browser (Firefox, Chrome, Safari or Edge) and what version, if known
- Your IP address, which you can find at www.whatismyipaddress.com
Step Two
Please reproduce the problem as you write out the steps.
If you're a developer reporting a problem on behalf of an end-user or client, please reproduce the problem with them before reporting it to us and document the exact steps needed for us to see it.
If troubleshooting the issue requires access to a private area of your website, we recommend creating a temporary account with the permissions needed to reproduce the problem. You can remove this account once the issue has been resolved. Alternatively, you can temporarily change the password of an existing account and change it again afterwards.
As you move through each step, write out a numbered list of each action you take to reproduce the problem. At each point, include information about what we should see and, most importantly, where the problem occurs.
Here is an example:
- Log in to Magento at https://xxxxxxxxxx.com/adminpanel/ with the username xxxx and password yyyy
- In the left menu, go to Components => Shopping Pro
- On the Shopping Pro page, go to Products => New Releases
- Look for the product "Winter Pullover with Stripes" and click the Edit button
- Scroll down the page and, on the right side, click the "Duplicate product" button
- You will see an error in bold at the top of the page
- The product is not duplicated as expected
Screenshots aren't essential, but they're very helpful. If possible, include screenshots showing the error or unexpected behaviour so we can see exactly what you're seeing.
Step Three
Tell us anything else that might be relevant. For example, was the website, software or a plugin recently updated? Were any changes made to the hosting account, PHP version or configuration shortly before the problem started?
Please also tell us when you first noticed the problem and, if possible, the last time you know it was working normally. This can be particularly useful when we're checking logs, backups or recent changes.
Once you have all this information, please submit it in a support ticket here: https://my.maxer.com/submitticket.php
We'll then try to reproduce and investigate the problem. If it is being caused by the server, we'll work to resolve it. If we recognise the problem and know the solution, we'll also be happy to point you in the right direction. Some website or software issues may fall outside the scope of our support and require assistance from an experienced developer.
Updated by WR on 25/09/2026
