Contacting support

From TOWeb

The Support screen is at the bottom of the sidebar. It is always available, even with no site open: it is precisely when something is stuck that you need it.

At the top of the form, a panel leads to the whole documentation and to the most requested articles: menu and footer, sections, colours and fonts, importing a TOWeb 14 site, publishing. They open in TOWeb’s language: the answer may already be there.

1. Click Support.
2. Enter Your email address: that is where the reply goes, and it is used for nothing else.
3. Give a short, precise Subject.
4. Under What happened, describe what you were doing, what you expected and what happened instead.
5. Add up to 3 Screenshots (PNG or JPEG): take your screenshot, then click Paste, or Choose a file.
6. Click Send.

A typo in the address of a major webmail service, Gmail or Hotmail for example, is flagged with “Did you mean …?”: one click corrects it. Your address is always accepted as it is.

We reply by email.

Attaching a backup of your site

So that support sees the problem as you see it, tick Attach a backup of my site: the open site is sent with your request. This box is available in every edition.

The copy is encrypted on your computer before it leaves. The site’s passwords and secret keys (payment, email, publishing) are removed from it, and it is deleted from the server as soon as support has retrieved it, after 48 hours at the latest.

Tick Include my publishing credentials (FTP/SFTP) only if support needs to publish the site for you. Sending continues in the background, even if you leave this screen, and resumes on its own if TOWeb was closed.

The backup sent is always the latest version of your site, including what you had just typed.

A problem importing an older site

If your question is about importing a TOWeb 5 to 14 site, support needs the backup of the old site, not that of the imported site. Click the link Send a backup from an older version of TOWeb (.wga) instead… and choose the .wga file: it goes with your request, encrypted the same way, even if the import succeeded. No file transfer service needed any more.

What is attached to your message

Some technical information about your computer and your licence accompanies your message, to help us reproduce the problem. Without the backup, nothing else is collected: no content from your site, no logs.

If sending fails

Your message stays on screen, nothing is lost. Try again, or click Send by email to send it from your email software; in that case, attach your screenshots yourself. You can also write to us directly at support@lauyan.com.