Use this guide when you need instructions, cannot find a control, or something in Cedros is not working as expected. It explains where to look, how to contact the team, and what to include so someone can investigate without asking you to repeat the basics.
You can read the public docs and open the Cedros contact form even if you cannot reach your own site's admin.
Choose where to get help
For instructions: search the docs, or open Help from your profile menu in the admin for guided walkthroughs.
For a missing tool or permission: ask the owner or administrator of your site. They can check your access and whether the feature is available on that site.
For help from the Cedros team: use Contact Cedros. Include your site address, the task you were trying to complete, and what happened.
For a customer contacting your business: use your own support process. Users → Support in your site's admin manages conversations from your visitors; it is not the way to submit a support request to Cedros.
If an agency or another person manages your site, include them when the issue concerns settings or services they control.
Find a guide or walkthrough
Start with a short task or symptom, such as “publish,” “business information,” or “changes not live.” If a search returns nothing useful, shorten the phrase or try the name of the tool you are using.
For written guides, open the documentation index, use Search docs, or browse the Getting started section. These articles are useful starting points:
- Finding your way around Cedros for locating tools and understanding the admin.
- Understanding drafts, previews, and publishing when saved changes are not visible to visitors.
- Your website launch checklist for checking the complete customer experience.
To use guided Help inside your site:
- Open the profile menu at the bottom of the admin sidebar.
- Choose Help.
- Type into Search help resources…, or browse Walkthroughs.
- Open the relevant walkthrough or matching step. On desktop, supported walkthroughs guide you through the real admin; smaller screens can show the steps as an article.
- Follow the instructions for your task. Press Esc to close a desktop walkthrough when you want to stop.
Walkthroughs run in your actual workspace. Treat any save, publish, send, or other action you perform there as a real change.
The available walkthroughs depend on your access and the site. If Help or a tool is missing, ask the site administrator rather than assuming your account is broken. If a guide names a control you cannot find, note the guide title and the labels you actually see; include both when asking for help.
Use the assistant for a focused question
The Help page's Still stuck? section includes Ask your assistant. You can also use the assistant button in the admin.
Give the assistant the task, the relevant page or item, and the result you want. For example:
I saved changes to my About page, but visitors still see the old text. Explain what I should check. Do not publish or change any settings.
If you want it to perform work, describe the scope explicitly—for example, preparing a draft for review. The assistant's available tools and ability to make changes depend on its configuration and permissions.
Check the resulting content or settings yourself. An assistant answer is not a confirmation that the Cedros team has received a support request. Use the contact form when you need the team to investigate.
Make a few safe checks first
You do not need to diagnose the root cause before asking for help. A few observations can make the report much clearer:
- Confirm the site, item, and account. Check the address and which site you are editing. Note whether the issue occurs as an administrator, an ordinary signed-in customer, or a signed-out visitor.
- Capture the exact message. Copy the error text and note which button or action produced it. Record when it happened, including your timezone.
- Preserve unfinished work. Before refreshing or leaving an editor, copy any unsaved text you need to keep. Do not publish unfinished work just to save a copy.
- Check the public result separately. For a visitor-facing problem, open the normal public address in a private window. A private window is useful for checking signed-out behavior, but it cannot confirm what a signed-in member is allowed to access.
- Check status without changing configuration. From Help, choose Check site health, or open Tools → Site Health. The Site tab reports Website, Server, and Database status. Include the affected status and its explanation if useful.
Site Health does not test every form, payment, email, or customer journey. A healthy status can coexist with a problem in one feature; a temporary Checking state is not a confirmed outage.
If you are unsure whether a payment, email, booking, or other action completed, check its record before retrying. Repeated clicks can create duplicate work. Avoid deleting records, disconnecting services, or changing several settings merely to see whether the problem disappears.
Contact Cedros
Open Contact Cedros. The form has four required fields:
- Name: the name the team should use when replying.
- Email: an address you can currently receive messages at. If your site's email is the problem, use another working address.
- Subject: a short description of the affected task, such as “Contact form fails on mobile.”
- Message: your site address and the details below.
Choose Send message once the report is ready. Wait for the form's success or error response. If it reports an error, keep a copy of your message and record the failure before trying again.
The contact form accepts text. Describe the visible problem and paste the relevant error text. If screenshots or other files are needed, ask the team how to provide them.
If you cannot sign in to your site, say so in the report. You do not need to regain admin access before using the public contact form.
Include enough detail to reproduce the problem
A useful report explains what someone else would need to do to see the same result. Copy this outline into the Message field and replace each prompt with your details:
- Site and affected page: your site's public address and the relevant page or admin area.
- What I was trying to do: the task and the result you expected.
- Steps: the shortest sequence that produces the issue, including the final button or action.
- What happened instead: the visible result and exact error text.
- When and how often: date, time, timezone, and whether it happens every time or intermittently.
- Who is affected: just you, a particular account type, or multiple people, if known.
- Device and browser: for example, a phone using Safari or a Windows computer using Chrome; include versions if you know them.
- Recent changes and checks: relevant edits, settings changes, and what you have already tried.
- Impact: whether the issue blocks editing, customer access, enquiries, payments, or another important task.
A specific example is more useful than “the site is broken.” For example:
On our public contact page, I enter the required fields and tap Send message on my phone. The button stays disabled and no success message appears. I expected the form to confirm submission. This happened twice today at 10:20 a.m. Pacific time. I have not resubmitted since checking the submissions inbox.
Use only details you actually observed. “I have not checked another browser” is more helpful than assuming the problem affects everyone. If the issue is intermittent, report the successful and unsuccessful attempts you know about; you do not need to reproduce it repeatedly.
Share evidence without exposing private information
Send the smallest amount of information needed to explain the issue.
Keep passwords, app passwords, one-time codes, recovery codes, API keys, session cookies, and payment details out of the report. Do not paste sign-in links or private preview links containing access tokens. Use the ordinary site address and page path instead.
If you prepare a screenshot, crop it to the relevant control and error. Hide customer messages, personal details, unrelated browser tabs, and anything else the team does not need to see. Keep a copy of the original privately if you need it for your own records.
Do not send a full customer export or browser log as an initial report. If the team requests diagnostic files, confirm which files are needed and how to share them.
Follow up and confirm the fix
Keep a copy of your report and any reply. If the team responds by email, continue in that conversation so the earlier context stays together.
If the problem changes or remains unresolved, add the original subject, the new time and result, and any requested checks. Describe the impact clearly if customers are blocked. A concise update is more useful than several separate reports of the same issue.
After a suggested fix:
- Repeat the original steps with controlled test details.
- Check both the visible result and the corresponding saved record, where relevant.
- Confirm whether it now works, still fails, or fails in a different way, and send that result back.
For a feature request or a confusing guide, use the same contact form. Explain what you wanted to accomplish and where the current experience falls short. For a documentation correction, include the article link and the instruction that did not match what you saw.