Help Center. How do you get support and choose the right support channel?

Compatibility:

WebSite X5 Evo and Pro

When you run into a problem, the hardest part is not always finding the solution: often, it's knowing where to look and who to ask.

The Help Center for WebSite X5 brings together Guides and Community discussions to help you find information, exchange ideas with other users, and ask experts for assistance. If these resources are not enough, you can contact the Technical Support Service directly.

Each support channel is designed for different needs. Choosing the right one helps you receive more relevant assistance and avoid unnecessary steps.

Let's see how to choose the right one.

In brief

When you need help:

1. First, look for a solution in the Guides.
2. Check whether the topic has already been discussed in the Community.
3. Start a new discussion in the Community if you cannot find an answer and your question could also be useful to other users.
4. Contact the Technical Support Service if you still cannot solve the problem.
5. Contact Sales Support for questions about pricing, offers, or purchases.
6. Use the dedicated phone support if you are unable to register your product or access the Help Center.

Where should you start?

Before submitting a request, try searching for the topic in the WebSite X5 Help Center.

You can use:

• the Guides, to find complete procedures and step-by-step instructions;
• the portal's search field, to search both Guides and Community discussions;
• the Community, to browse issues that have already been discussed by other users.

Many common questions have already been answered. A quick search may therefore allow you to find the solution immediately, without waiting for a new reply.

To get more accurate results, search using:

• the full error message;
• the name of the feature or Object involved;
• the task you are trying to complete;
• a few meaningful keywords, avoiding overly generic questions.

For example, instead of searching for “the website doesn't work”, try “FTP connection error” or “contact form emails not received”.

When should you use the Community?

The Community is the place where users can exchange ideas, share experiences, and receive suggestions from both other users and the WebSite X5 Support team. Before posting a question, you can browse the most recent discussions as well as those that are still awaiting an answer.

The Community is the right place when:

• you have a question about how to use a feature;
• you cannot achieve the result you want;
• you would like to know how other users solved a similar issue;
• you are looking for ideas, suggestions, or alternative solutions;
• the issue can be described without sharing confidential information;
• the solution could also be useful to other users.

Community discussions are normally visible to other users and may also appear in search engine results. Therefore, do not post passwords, FTP credentials, database details, license keys, order information, or any other personal or confidential data.

How to post a question in the Community

To start a new discussion:

• Sign in to the WebSite X5 Help Center with your account.
• Open the Community section.
• Search for the topic to check whether a solution has already been posted.
• If you cannot find an answer, select Start a discussion.
• Enter a title that clearly describes the issue.
• Explain what you were trying to achieve.
• Describe the steps you followed and what happened.
• Attach screenshots or other files if they may help.
• Make sure they do not contain confidential information.
• Publish the discussion.

To keep track of the replies you receive, go to the My Posts section of your profile.

#tip - Each file attached to a Community post can be up to 1 MB in size. For more information, see the guide: WebSite X5 Help Center. How do you attach screenshots and files to a support request?

When should you contact Technical Support?

If the Guides and the Community have not helped you solve the problem, you can contact the Technical Support Service directly when:

• you could not find useful information in the Guides;
• the existing Community discussions do not solve your issue;
• you started a new discussion but were still unable to find a solution;
• the issue requires a more in-depth investigation by the support team;
• you need to share information that should not be published in a discussion visible to other users.

To request technical support, write to: support@incomedia.eu

In your message, include the email address associated with your WebSite X5 account and provide all the information needed to understand the issue.

#tip - Do not send passwords, FTP credentials, database login details, or any other confidential information unless specifically requested by the Technical Support Service.

How to prepare an email for Technical Support

To help the support team understand your issue more quickly, include the following in your email:

• a subject line that clearly describes the issue;
• the WebSite X5 edition and version you are using;
• the result you wanted to achieve;
• the steps you followed;
• what actually happened;
• the full text of any error messages;
• your website address, if the issue is visible online;
• the checks you have already performed;
• a reference to the Community discussion, if you opened one;
• any screenshots or files requested by the support team.

Keep each request focused on a single issue. Including multiple unrelated topics in the same email can make it more difficult to investigate and identify the correct solution.

When should you contact Sales Support?

Sales Support is the right contact if:

• you have questions about WebSite X5 pricing;
• you would like more information about the available offers;
• you have questions before making a purchase;
• you have not yet registered and would like to learn more about the product;
• your request is not related to the technical use of the software.

You can contact Sales Support by writing to: sales@incomedia.eu

What should you do if you cannot activate the product or access the Help Center?

If you are unable to register or activate the product, or you cannot access your Help Center account, you can contact Incomedia by phone at:

+39 0125 25 34 91

The service is available:

Monday to Friday, from 8:30 AM to 1:00 PM and from 2:00 PM to 5:30 PM (CET/CEST).

This phone service is dedicated to product activation and Help Center access issues. For technical questions about using WebSite X5, use the Help Center or write to support@incomedia.eu instead.

Which channel should you choose?

Use this table as a quick reference:

Once you have chosen the right channel, provide all the relevant information from the beginning. This will help both the Community and the support team understand your situation more quickly and provide more effective assistance.