How to get support (and get the fastest answer)

The Jezweb team is based in Newcastle, Australia. There are two ways to reach us:

• Email: help@jezweb.net
• Phone: 1300 024 766

What to include in your message

The more context you give us, the faster we can help. When you get in touch, please include:

1. Your website address — the URL of the site you’re asking about (e.g. www.yourbusiness.com.au)
2. What you were doing — which page were you on, what did you click or try to do?
3. What you saw — describe the error message or unexpected behaviour, or copy and paste the exact text if there is one
4. Screenshots — a screenshot shows us exactly what you’re seeing and saves a lot of back-and-forth

On a Mac, press Cmd + Shift + 4 to take a screenshot of part of your screen. On Windows, press Win + Shift + S. On a phone, your usual screenshot method works perfectly — just attach the image to your email.

Remote desktop support

Sometimes the fastest fix is for us to see your screen. If we arrange a remote session with you, go to dualmon.com/assist/jezweb and follow the prompts — it connects your computer to our support team for that session only. Only ever start a remote session you’ve arranged with us directly.

On a Mac, macOS asks for a couple of permissions the first time — this short video shows what to click:

A few things that help

• If your problem is with a specific page, include the full URL of that page
• If you received an error email or bounce message, forward it to us
• If the issue is intermittent, let us know roughly when it happens and how often

The more you can tell us upfront, the less time we’ll spend asking follow-up questions — and the sooner your issue gets sorted.