# How to get support

> Copy a one-click system snapshot — versions, server details, active modules, licence state — so a support ticket starts with the facts instead of twenty questions.

- Category: Settings
- Canonical: https://xspeedcache.com/docs/help-support/

---

Most support exchanges start with the same round of questions: what versions, which server, what's enabled. This panel answers all of them in one copyable block, so your first message contains what's needed instead of prompting a reply asking for it.

> **Where to find it**
>
> 1. In your WordPress admin, click **xSpeed Cache** in the left menu.
> 2. In the xSpeed Cache sidebar, open the **Settings** group.
> 3. Click the **Help & Support** card.
>
> *Shortcut: open `wp-admin/admin.php?page=xspeed#/settings/support` directly.*
>
> ✅ This panel is part of **xSpeed Cache (Free)**.

![Support links](https://xspeedcache.com/_astro/support-links.DsXp8X68.png)

1. **Help & Support** — documentation and ticket links.

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## Settings at a glance

This panel presents no controls to configure — it's links plus a generated report:

| Element | What it does |
| --- | --- |
| **Help & Support** | Links to documentation and to open a ticket. |
| **System snapshot** | Environment report, with **Refresh** and **Copy markdown**. |

The module does hold one stored setting, `support_url`, which decides where **Open ticket** goes. It isn't exposed on this panel — change it via REST or WP-CLI if you need tickets pointed somewhere other than xSpeed's own support page.

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## How it works

The snapshot is generated on demand from your live install. **Refresh** regenerates it; **Copy markdown** puts it on your clipboard formatted for pasting straight into a ticket, forum post or email.

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## The system snapshot

![The system snapshot](https://xspeedcache.com/_astro/support-snapshot.DkIUTYhx.png)

1. **System snapshot** — with **Refresh** and **Copy markdown**.
2. **The report itself** — versions, server, modules, licence.

| Field | Why support asks for it |
| --- | --- |
| `xspeed` / `xspeed_pro` | Plugin versions — the first thing any bug report needs. |
| `xspeed_api` | Internal API version, for compatibility between Free and Pro. |
| `wordpress` / `php` / `mysql` | Platform versions. |
| `server_software` | Apache vs nginx vs LiteSpeed decides what xSpeed can configure automatically. |
| `multisite` | Whether [network features](https://xspeedcache.com/docs/multisite/) apply. |
| `memory_limit` | Relevant to bulk operations like [image conversion](https://xspeedcache.com/docs/image-optimization/). |
| `object_cache` | Whether a persistent [object cache](https://xspeedcache.com/docs/object-cache/) is active. |
| `home_url` | Which site this is. |
| `active_modules` | What's switched on — often the answer on its own. |
| `license_key` | Licence state. |

**`active_modules` is the field that resolves most tickets.** "Caching isn't working" and a module list not including `cache` is a complete diagnosis in one line.

> 🔒 **The licence key is masked in the snapshot — first four and last four characters only.** The panel states this above the report: *"License key is masked — first 4 + last 4 only."*
>
> That's a thoughtful default, because a system report is precisely the thing people paste into public forums without reading it closely. It's enough for support to identify your licence, not enough for anyone else to use it.

---

## Writing a useful ticket

The snapshot covers environment. It can't cover what you did, so add:

1. **What you expected** and what happened instead.
2. **Which panel and setting** — this documentation's page titles are a precise way to name them.
3. **When it started**, and what changed around then — the [activity log](https://xspeedcache.com/docs/logs/) records settings changes with old and new values, which is often the missing piece.
4. **The snapshot**, pasted via **Copy markdown**.

That combination — environment, action, timing — is usually enough to skip the back-and-forth entirely.

---

## Related

- [How to read the activity log](https://xspeedcache.com/docs/logs/)
- [How to check your site health](https://xspeedcache.com/docs/health/)
- [How to white-label the plugin](https://xspeedcache.com/docs/branding/)
- [How to activate your licence](https://xspeedcache.com/docs/license/)