> ## Knowledge Base Index
> Fetch the complete knowledge base index at: https://support.wiraya.com/sitemap.xml
> Use this file to discover available pages before exploring further.
> Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash).

# What to do when you face an issue? (Search Articles or Contact Support)

# What to do when you face an issue on our platform?
###### Running into an issue can be frustrating, but there are clear steps you can take to resolve it quickly and efficiently. 

Here's how to proceed. 

### 1. Start by Searching Articles
Before reaching out to support, it’s a good idea to check existing documentation or help articles. Do this either by clicking the Chat Button and choosing the Articles-tab, or here [support.wiraya.com](https://support.wiraya.com/en/category/optimizedapp-svlmaz/).

**Why this helps:**
* Many common issues are already documented with step-by-step solutions
* It’s usually the fastest way to get an answer
* You can learn best practices and avoid similar issues in the future

![](https://storage.crisp.chat/users/helpdesk/website/-/8/1/e/c/81ecda5d3e557800/image_ves55w.png)

**How to search effectively:**
* Use clear keywords related to your issue
* Try different variations of the same query
* Look for articles with screenshots or examples that match your case

![](https://storage.crisp.chat/users/helpdesk/website/-/8/1/e/c/81ecda5d3e557800/image_1ggngko.png)

### 2. Gather Relevant Information
If you can’t find a solution, prepare useful details before contacting support.
Include things like:
* A clear description of the issue
* Steps to reproduce the problem
* Screenshots or screen recordings
* Error messages (if any)
* Time and environment (browser, device, etc.)
* UUID's of objects
Of course it's also our responsibility to ask the right questions, but well-prepared information helps resolve your issue faster. 

### 3. Contact Support
If the issue persists, reach out to support.
**When to contact support:**
* You couldn’t find a solution in the articles
* The issue is blocking your work
* You suspect a bug or unexpected behavior
**Best practices when contacting support:**
* Be as specific as possible
* Include all relevant details upfront
* Mention if you’ve already tried certain solutions

### 4. Follow Up and Learn
After your issue is resolved:
* Review the solution provided
* Save useful articles for future reference
* Share learnings with your team if applicable

### Summary
1. Search articles first
2. Gather key information
3. Contact support if needed
Following this approach ensures you get help quickly while making the process smoother for everyone involved.

###### Read more
[How to Find and Copy Unique Identifiers (IDs) for Campaigns and Other Objects](https://support.wiraya.com/en/article/how-to-find-and-copy-unique-identifiers-ids-for-campaigns-and-other-objects-90zzlv/)
[Learn the multi-level Campaign Architecture of our platform](https://support.wiraya.com/en/article/learn-the-multi-level-campaign-architecture-of-our-platform-7j1azv/)
[Optimized.App FAQ & Glossary](https://support.wiraya.com/en/article/optimizedapp-faq-glossary-in-english-1qfkfbb/)
[What Details Are Required for User Creation?](https://support.wiraya.com/en/article/what-details-are-required-for-user-creation-imr7xq/)
[What is SMS Segment?](https://support.wiraya.com/en/article/what-is-sms-segment-1ucihou/)