What to Do If Something Looks Broken on Your Website

What to Do If Something Looks Broken on Your Website

If you notice something that does not look right on your website — a broken page, a feature that has stopped working, incorrect information, or a display issue — here is what to do.

Step 1 — Check if it is browser-specific

Before raising a ticket, try opening the page in a different browser (for example, if you are using Chrome, try Safari or Firefox). Also try clearing your browser cache (Ctrl+Shift+Delete on Windows, Cmd+Shift+Delete on Mac). Some display issues are caused by cached versions of the page.

Step 2 — Note the details and raise a ticket

When raising your ticket, please include:

• The URL of the page with the issue
• A screenshot of what you are seeing
• Which browser and device you are using (e.g. Chrome on Windows, Safari on iPhone)
• When you first noticed it
• Whether the issue affects all visitors or just you (if you can check)

Step 3 — Mark as urgent if it affects bookings or enquiries

If the issue is preventing customers from booking, contacting you, or purchasing, please mark the ticket as High Priority and mention this in the description. We treat issues affecting live customer journeys as urgent and aim to respond within 4–8 hours.

Common issues and what causes them

• Booking system not working — Often caused by a plugin or third-party integration update. We will investigate and roll back if needed.
• Images not displaying — Usually a broken file path or a recently deleted file. Please attach the correct image when raising the ticket.
• Email blacklist alerts — UCEPROTECT L2/L3 listings are standard shared hosting listings and do not affect your email deliverability. If you have received one of these alerts, no action is required.
• Google Business Profile errors — If information on your Google listing looks incorrect (hours, address, services), raise a ticket and we will correct it.