> For the complete documentation index, see [llms.txt](https://docs.atomyx.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.atomyx.io/atomyx-submit/troubleshooting/atomyx-submit-troubleshooting/getting-help.md).

# Getting Help

If you cannot resolve an Atomyx Submit issue through configuration or troubleshooting, gather the right diagnostic information before asking for help.

This makes it much easier to identify whether the issue sits in:

* portal configuration
* external integration
* preflight processing
* template setup
* the customer's file
* environment or infrastructure

### What to collect

Before raising a support request, gather:

* portal configuration details, excluding secrets
* the exact error message
* browser console output where relevant
* API or server logs for the time of the failure
* a sample file if the issue is file-specific
* workspace ID
* order ID or artwork ID
* the date and time of the issue
* the steps needed to reproduce it

### What to describe clearly

When asking for help, include:

* what should have happened
* what actually happened
* whether the problem affects one file, one user, or many users
* whether it is blocking production or is only a minor issue
* which troubleshooting steps have already been tried

### Practical advice

Good diagnostic detail is usually more helpful than long explanations.

Aim to provide:

* exact symptoms
* exact context
* exact timing
* exact identifiers

### Related pages

* **Submit Troubleshooting**
* **Portal Configuration**
* **API Integration**
* **Authentication and API Keys** in Vault


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