If you are having an issue with Creately and would like to report the issue for us to investigate it can be really helpful and speed up the problem solving process if you can supply the following:

General Information:

1. The email address you used when you subscribed to Creately.
2. The Creately plan name that you are subscribed too.
3. The ID of your Creately subscription, this can be found on the last invoice/receipt email you received from us.
4. The web browser and version you are using to access Creately.
5. The operating system of your desktop or laptop.
6. The version of the Adobe Flash Player that you are using. You can find this by looking here.

Diagram Specific:

1. The name of the diagram that is having issues.
2. A description of what you expected to happen and what really happened.
3. A screenshot showing the issue if appropriate.
4. The steps that cause the issue. We can use these steps to quickly reproduce your issue and find the problem.

Creately Desktop Specific:

1. The version of Creately Desktop you are running. This can be found in the top left hand corner of the dashboard view.
2. Your Creately Desktop license key.

Technical / Debug Information:

The following technical information can be really helpful to us if you receive red bar messages or have connection problems or any other strange behaviour within Creately. You should send us the debug information log. You can access this using the following steps:

1. Make sure Creately window has focus.
2. Then press Ctrl+F7 on Windows or Fn+F7+Control on Mac
3. You can then copy the entire session transcript from the window that appears and email it to us.

Of course we may need more than the above and have more questions but it should help us solve your issue quicker.

Nick