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How to post a forum question

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Whenever you post a question in the Squarespace Forum, please try to include sufficient information to allow forum users to help you. Posts often go unanswered when they do not include sufficient detail. As a minimum, we need you to provide items 1 and 2 below:

Summary

  1. We need a link to your website
  2. If your website isn't public yet, we need you to set a site-wide password and share it with us.
  3. A screenshot or a video is always helpful, but not instead of items 1 and 2 above
  4. Please explain the issue from a website visitor's point of view. 
  5. If you've tried to use code, provide us with a link to where we'll find that code (don't publish the code).
  6. Post your question in the public forum. Do not @ mention users in your post unless they are already helping you in the same thread. Do not ask questions privately by direct message unless you have been invited to do so.
  7. If something is "faulty" or isn't working as expected, contact Squarespace Customer Care directly. Forum users won't be able to help. 

 

The details

Here's a more detailed explanation of each point:

  1. Please include a working link (a "URL") for the website.
    Sharing the website's URL allows us to take a look at the website and the code behind it. A URL is 1000 times more useful to us than a screenshot. The URL should be visible in your browser's address bar, and is usually something like this: example.squarespace.com, where "example" is two random words and some random letters. Try not to include anything that appears after ".com" such as  "/config/" otherwise forum users will see an error message, rather than the website. You can test the link by visiting it from an incognito or private browser window. More information can be found in this guide: Sharing URLs from your site. If you need help with a specific element or on a specific page, please tell us how to reach it by providing us with a link to that page or step-by-step instructions of how we can reach it.
  2. If the website isn't live or is still in a trial, please set a site-wide public password and share this with us in your post. Without this, the site will show a 'Private' message and we won't be able to view it. You can change the password later when we've correctly answered your question.
  3. Annotated screenshots can help to illustrate an issue. Please read Taking a screenshot for details of how to include a screenshot in your post. If a problem is difficult to explain, a narrated video is even better! You can easily record one with the free Loom application.
  4. Please provide a detailed description of the question or problem from the website visitor's perspective, being as descriptive as possible and always include details of why you need to do something. What isn't working? What are customers confused by? For example, the question "How can I add the suffix USD to my prices?" isn't very helpful for forum users because it doesn't tell us why this suffix is needed. Forum users will be able to provide you with a better answer if they ask "How can I make it clearer that my $ prices are in US Dollars? Customers confuse my prices with Canadian Dollars". 
  5. If you've tried some code to resolve an issue, or if some code isn't working properly, please include details of where we can find the code. Take care not to post copyrighted code that belongs to others; instead, please provide a link to where you found the code. If you are experiencing an issue with third party code that didn't originate on the forum, it is usually better to contact the author of that code directly. 
  6. Please do not @ mention users who are not actively participating in a conversation with you, and please do not direct message users for assistance, unless they have specifically invited you to do so. The forum guidelines provide more information about forum etiquette. Many forum users are bookable experts (indicated by a "Squarespace Expert" badge so, if you need help from a specific user, please book them via their profile on the Squarespace Marketplace (professional fees apply).
  7. Squarespace provide a 24/7 support service. If a Squarespace feature isn't working as expected or isn't as described in a support article, it is usually best to contact Squarespace Customer Care directly for assistance. Forum users don't have access to the same tools and cannot resolve faults with the platform. You can submit requests for support using their online form or via their online chat service which operates Monday to Friday, from 4am to 8pm ET, 9am to 1am GMT. Before contacting them, first check you are using the latest version your browser.

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Edited by paul2009
edited for clarity

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