When the site itself will not load
Looks broken, isn’tWhen the site itself will not load; Getting help from a person.
- Check Service Status. If it loads and reports healthy, the service is available.
- Try a hard reload in case the browser is showing a stale cached page.
- Try a private window to rule out extensions or stale site data.
- Try another network to rule out local DNS, filtering, or connection problems.
If the page loads but crashes
If the same page keeps crashing after a reload, contact support with the page name and what you were doing.
Note: Content blockers can interfere with the sign-in bot check. Try a private window with extensions disabled.
Getting help from a person
Include enough detail for support to investigate without asking you to repeat the basics.
Use the contact form for support, billing, copyright, abuse, security disclosures, or other account questions.
What to include
- The exact error message you saw.
- What you were doing when it appeared.
- The name of the transfer or file, if it concerns one.
- What you have already tried.
What not to send
Never send your password or an API token. Support will not ask for either.
Tip: Support replies to the email address you used. Check your spam folder if you do not see the response.