Reporting a problem
Two places, and they are good at different things.
The community forums
The Site Designer forum is public and usually fast. Long-time users answer there, and so do CoffeeCup staff. Every article in this section came from a thread there, which is the best argument for its usefulness: the menu that vanished at tablet width was diagnosed by another user in a couple of replies.
Good for: “is it just me?”, questions about how something works, and problems someone else has probably already hit.
Support
Contact support for anything account-related or private: licences, purchases, and bugs you cannot discuss in public. The team answers Monday to Friday.
Good for: licensing, payment, and reproducible bugs with a project file attached.
Submitting a support ticket
Check the forums first. Most questions have been asked there already, and a public thread usually gets an answer sooner than a ticket does — often from someone who hit the same problem last week.
If the forum doesn’t settle it, or the problem is account-related or private, open a ticket in MyRoom, CoffeeCup’s support area. Sign in with your CoffeeCup account, describe the problem, and attach the details from What to include below. Your ticket and its replies stay in MyRoom, so that is also where you go to follow up.
What to include
The threads that get answered quickly all carry the same details. The ones that stall are missing them.
| Include | Why it matters |
|---|---|
| Version and build from Help → About | ”5.1 build 3626” tells them exactly what you are running |
| Operating system and version | Several known issues are specific to one platform |
| What you did, in order | Turns “it crashed” into something reproducible |
| A screenshot | Especially for anything visual, and for warning dialogs |
| The project file where you can share it | The single most useful attachment for a layout problem |
| Project size for performance issues | Number of pages and rough file size |