To get the fastest and most accurate help from the Webflow Support team, its advantageous to send a clear, detailed support request. The more context you share up front, the easier it is for us to understand what’s going on.
Initial troubleshooting
We recommend you try these troubleshooting steps before reaching out to Webflow Support:
- Hard refresh your browser tab using Command + Shift + R (on Mac) or Control + Shift + R (on Windows)
- Open the site in Incognito mode with all browser extensions disabled. If you’re troubleshooting an issue in the Legacy Editor, you may also need to enable third-party cookies for the site to function properly in Incognito mode. Please refer to additional troubleshooting steps for issues with the Editor in our Intro to the Legacy Editor article.
- Check if your browser is up-to-date. If its not up to date, update it and try again
- If the issue persists after following the above steps, contact us using the best practices detailed below
How to reproduce the issue
Before you submit a ticket, try to reproduce the issue and take note of the following information:
- Does the issue happen on only one of your sites, or is it happening on all of them?
- Does the issue only happen in one browser or device?
- Can you reproduce the issue in incognito/private mode?
- Did anything change recently that might’ve triggered the issue? (e.g., a new browser extension, a new software download, etc.)
These clues help our Support team narrow down what’s happening behind the scenes.
How to submit a support request to Webflow
To submit a support request, first log into the Webflow account where you’re experiencing the issue. Then:
- Go to our Support page
- Click Get support
- Choose the Workspace and site where the issue occurs
- Draft your message
-
Attach screenshots and/or share a screen recording (with the console open)
Draft your message
- Write a clear description of the problem, what you expected to happen, and what happened instead. Example:
- “When I click the publish button, the loading wheel spins but never finishes. I expected the site to be published, but the screen is stuck on the loading wheel.”
- List the steps you take to reproduce the issue. Example:
- Open the site in Webflow
- Open the Collection
- Try to delete a Collection field
- Get an error message that says “Unexpected error”
- Specify the page, panel, or element with the issue. Please include:
- The page name or a direct URL to the page (preferably using a read-only link)
- The specific element or Collection item if the issue is element- or item-specific
- Any other context: does the issue show up in the Style panel, on the canvas, or somewhere else?
- Let us know the browser and device info
- Your browser and version (e.g., Chrome 124.0.0) — you can find this from whatismybrowser.com
- Your operating system (e.g., Windows 11, macOS Sonoma)
- If the issue persists in incognito/private mode
- Your device type (desktop computer, tablet, mobile phone, etc.)
Include attachments and screen recordings
If something is visually broken or not loading, the browser console often displays error messages that help us figure out what’s going wrong.
How to open the console
Here’s how to open the console in different browsers:
Chrome
- Right-click anywhere on the page > Inspect
- Click the Console tab
Firefox
- Right-click > Inspect
- Click the Console tab
Safari
- Go to Preferences > Advanced
- Check “Show Develop menu in menu bar”
- Go to Develop > Show JavaScript Console
Edge
- Right-click > Inspect
- Click the Console tab
Keep the console open when you record or capture your screen — it’ll help us see exactly what errors appear as you reproduce the issue.
Record and share your screen (with the console open)
You don’t need a third-party tool to record your screen. Webflow’s Support portal has a built-in screen recording tool you can use while submitting your request:
- Go to our Support page
- Click Get support
- Choose your Workspace and site
- Draft your message
- Upload screenshots if needed
- Click Record screen to create a screen recording
- Choose your screen or tab
- Keep the console open while reproducing the issue
- If possible, narrate what’s happening in the recording and where you’re clicking. The recording doesn’t have to be too long — just enough to reproduce the issue
When you finish, the recording will automatically attach to your support request. No need to upload it manually.
Got questions or need help recording? Let us know — we’re here to make this process as straightforward as possible.