Report crashes, degraded performance, and other site issues in Webflow

Updated

If you encounter issues like crashes, slow page loads, freezing, unexpected deselections, data loss, or issues saving your work in Webflow, you can submit a detailed ticket to Webflow Support for the fastest resolution.

Note

Please submit a detailed ticket to Webflow Support, rather than posting to the Community Forum. Forum posts are public and don’t allow for secure sharing of debugging data. With support tickets, our engineering and support teams can cross-reference system logs securely.

Core required information

Please include the following details in your report:

  • The Webflow site name, slug, and published URL
  • A short, specific description of the issue (e.g., “Page freezes when trying to save changes on a 100+ page site”)
  • Steps to reproduce the issue, including the page, panel, or element with the issue, if known (e.g., “Open the site in Webflow and edit any element on the Careers page. Attempt to publish. Observe failure”)
  • Environment details, like your browser (e.g., Chrome 123.0.0) and operating system (e.g., macOS Sonoma 14.2)
  • Approximate time the issue occurred, including timezone
  • Any troubleshooting steps you’ve tried

Pro tip

You can use whatismybrowser.com to determine your browser, operating system, and other environment details.

Additional debugging data

You can speed up troubleshooting by sharing the following details, too:

Note

If your debugging data files are large, please upload them to Dropbox, Google Drive, or a similar service and provide Webflow Support with a link.

Important

Please avoid including sensitive information in your submissions to Webflow Support.

Console logs and network logs

Console and network logs capture browser errors, failed network requests, and timing issues, which help our team reproduce and debug your issue more efficiently.

How to save console and network logs in Chrome

To save console logs in Chrome, first open Developer Tools by right-clicking on the page and choosing Inspect or pressing Command + Option + J (on Mac) or Control + Shift + I (on Windows). Then:

  1. Go to the Console tab
  2. Reproduce the issue you’re experiencing
  3. Right-click on the console and choose Save as
  4. Name and save the file

Once you save your console logs locally, you can save your network logs:

  1. Go to the Network tab
  2. Check the Preserve log checkbox
  3. Click the “clear log” icon, or press Command + K (on Mac) or Control + L (on Windows)
  4. Reproduce the issue you’re experiencing
  5. Right-click any line in the logs and choose Save all as HAR with content
  6. Name and save the file

Important

For security, please sanitize the HAR file before submitting it to Webflow Support.

How to save console and network logs in Safari

To save console logs in Safari, first go to Safari > Settings > Advanced tab and check the checkbox next to Show features for web developers. Then:

  1. Go to Safari menu bar > Develop and click Show JavaScript Console, or press Option + Command + C
  2. Go to the Console tab
  3. Reproduce the issue you’re experiencing
  4. Select the logs by clicking the first line in the log, then press the Shift key and click the last line in the log
  5. Right-click on the selected logs and choose Save selected
  6. Name and save the file

Once you save your console logs locally, you can save your network logs:

  1. Go to the Network tab
  2. Reproduce the issue you’re experiencing
  3. Click Export
  4. Name and save the file

Important

For security, please sanitize the HAR file before submitting it to Webflow Support.

Screen recording or screenshot(s)

Screen recordings or screenshots provide a visual context for your issue. To take a screenshot, press Command + Shift + 4 (on Mac) or Windows key + Shift + S (on Windows), or use any screenshot app.

You can use the Webflow Support Portal’s built-in screen recording tool to automatically attach a screen recording when you submit your ticket. When you record your screen:

  1. Keep your browser console open
  2. Narrate what’s happening as you navigate your site, including where you’re clicking, if possible

You don’t need to create a long screen recording — just enough to clearly show the issue. When you finish, the screen recording will automatically attach to your support request. No need to upload it manually or take additional steps.

How to submit your ticket to Webflow Support

After you’ve gathered the above details, you can submit your ticket to Webflow Support:

  1. Log into the Webflow account where you’re experiencing the issue
  2. Go to the Webflow Support Portal and click Get support
  3. Choose the Workspace and site where the issue occurs
  4. Enter the core required information (i.e., description, steps to reproduce, etc.) in the Message field
  5. Click Attachments to upload all logs, screenshots, etc. (or, if you’ve uploaded these to Dropbox, Google Drive, or a similar service, include links to these in the Message field)
  6. Click Record screen and choose your screen or tab to start your screen recording (and make sure your browser console is open!)
  7. Click Continue
  8. Choose Email us
  9. Click Submit request

Note

Please submit whatever data you can, even if you can’t collect all of the above details. While these details help us debug issues faster, even minimal data (like a description of the issue and the time of the incident) is useful!

 

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