A complete support request reduces back-and-forth and makes routing issues reproducible. Remove passwords, license keys, customer data, and private tokens before sharing diagnostics.
Include this information
- ThemeRouter version, WordPress version, PHP version, and whether multisite is enabled.
- Current active theme and expected destination theme.
- Exact affected URL and the type of resource it should resolve to.
- Whether the issue affects Preview Mode, a persistent assignment, or both.
- Saved individual, post type, and taxonomy assignments relevant to the route.
- Page cache, object cache, CDN, security, and rewrite configuration.
- Steps to reproduce, expected result, actual result, and screenshots.
- Relevant debug output or sanitized log lines.
Run a safe conflict check
If possible, reproduce on staging. Test after purging caches and with nonessential plugins disabled only in a controlled environment. Do not deactivate security, ecommerce, or membership systems on a live site just to create a support report.
Never send: administrator passwords, raw database exports, license keys, payment details, private customer information, or unrestricted production access in an initial support request.
Contact ThemeRouter support
Send the sanitized diagnostic summary and explain the business impact of the issue.