When to Contact Support

Purpose

Explain when to contact support for third party tool issues and what information to provide.

Contact support when

• A critical conversion tool is broken (forms, chat, click to call, trade-in, payment tools)
• A compliance tool is not working as required
• A third party tool never loads, or loads but fails to function
• There are persistent console errors tied to vendor scripts

What to include

Provide:

• Site domain and page URL
• The tool name and vendor
• Which pages are affected
• Steps to reproduce
• Screenshots or screen recordings if available
• Console errors (copy and paste)
• Network errors for the vendor script if present

What support may ask

• Confirmation of Speed Layer installation and script placement
• Whether the issue happens in incognito
• Whether an ad blocker or browser extension is involved

Related pages

• When a Third-Party Tool Isn’t Loading
• How to Identify Script Conflicts
• Speed Layer Basic Installation