AddThis Blog

Tips for Submitting Support Requests to AddThis

Everyday we receive a large number of support requests to AddThis, ranging from resetting passwords to intense JavaScript debugging. So to help you get your questions answered efficiently, we have some tips to help you submit good requests.

1. Email vs. Q&A

We offer support two ways: email and Q&A discussion. The main difference is that once they’re moderated, Q&A posts are publicly visible and crawled by Google. If you have any information you don’t want available to anyone on the Internet, just send an email to help@addthis.com.

However, we really encourage you to post publicly because it will allow people with similar issues to find solutions. And you’ll get an email notification when someone on the team responds. Just remember to click on the link in the email––and not respond to the email––so that you can continue talking with us on the same thread. (Replying to the email will open up a new case.)

2. Provide Basic Info

A lot of time can be spent going back and forth to gather all the information relevant to a support case. By having all the information up front will help us to reproduce the problem, which is the first step to finding a solution or submitting a bug report. Here’s a list of the stuff that really helps get a case moving:

  1. The address of the page where you’re seeing the problem. This seems obvious, but quite a few cases come without it. In your message to us, include the address of the page that has the AddThis buttons on it––not the address of your homepage.

  2. The product you’re using. We offer quite a few products, from browser plugins to sharing buttons to analytics to APIs. Knowing which product you’re using will help us narrow down the possible solutions and existing issues. If you’re not sure, that’s okay. Just describe the problem you’re having in as much detail as you can. For instance, are the buttons in your browser or are they on a web page? Are you using WordPress or are you using Blogger? Be specific.

  3. Information about your environment. Because different browsers, operating systems, and even browser plugins can affect how AddThis works, having as much information about your environment is critical for diagnosing problems. Every support request should have at least which browser you’re using, the browser version, and the operating system you’re using.

  4. What you’re seeing vs. What you want to see. Knowing what you see on the page and what you’re expecting will help us to know if what you want is possible with the tools you’re using, or if another tool would be best. Screenshots are great for this! You can either attach them to the email you send, or upload them to an image hosting service like imgur.com and paste the URL. If your issue requires interaction, include detailed steps on how to reproduce the problem.

  5. What you’ve tried to fix the problem if anything. Since most of our support requests come from developers, knowing what you’ve tried will help stop us from performing the same diagnosis. A good place to start is another blog post I wrote not too far back called “Debugging CSS & JavaScript for AddThis.”

  6. When in doubt, more information is better. Even the smallest bit of information, such as the buttons working from your home computer but not your work computer, or that the buttons work in Incognito windows but not regular browser sessions, could be helpful in debugging your problem. Many common problems have been diagnosed after getting a small piece of information. So if the bug only happens when you’re standing on your head with your mouse in your left hand while humming “The Star Spangled Banner,” let us know. ;)

Keeping these tips in mind while you’re asking for help will improve the chances that we’ll get you the right answer the first time and in a timely manner. So, what questions do you have?