Opening a ticket that gets answered quickly

Tickets are answered by the people who wrote the code. The quickest way to a real answer is four lines of context, because it saves the round trip where we ask for them.

1. What to include

Which product	And its version, from the top of the module's settings page
The licence status	Exactly what the settings page says: Active, Suspended, Registered to another domain…
WHMCS and PHP versions	Utilities → System → System Health has both
What you expected, and what happened	Two sentences beats a paragraph of adjectives
The exact error	Copied as text if you can; a screenshot if not

"It does not work" costs you a day. Not because we mind, but because the first reply has to be the questions above, and that is a full round trip before anyone looks at anything.

2. What never to send

Never send passwords — not your WHMCS admin password, not a database password, not an API key. We will never ask for one. If access to your server is genuinely needed, we will say so and agree how, and you will change the credentials afterwards.

Also leave out your clients' personal data. If a log line matters, redact the email address and keep the timestamp and the message: the part we read is almost never the part that identifies someone.

3. Where to look first

The module's settings page — the licence status explains a surprising share of "it stopped working".
The product's manual in this knowledge base, which has a troubleshooting table per product.
WHMCS → Utilities → Logs → Module Log, with logging enabled if you have been asked to reproduce something.
Your server's PHP error log, if the symptom is a blank page.

4. What happens next

A ticket from your client area arrives already tied to your purchases, so nobody has to ask which product you mean. If we can reproduce it, we fix it and the fix ships in the next release, with the reason written in the changelog. If it is specific to your installation, we work through it with you.

5. Emergencies

If a module of ours is blocking your clients or your checkout, say so in the first line. Those go to the front of the queue. And remember that most of our modules can be switched off from their own settings page in one click — an escape hatch that is faster than waiting for us.