Troubleshooting and support
Website bug fixing
A form that stops sending, a layout that breaks on phones, a checkout error that only some customers see. Website bugs are rarely mysterious once they can be reproduced, but they are frustrating while they cannot.
We diagnose and fix bugs on existing websites, explain what caused them and test the fix so the same problem does not return quietly.
Illustrative diagram
- ReportWhat, where and when
- ReproduceMake it happen on demand
- DiagnoseLogs and testing find the cause
- FixBackup first, staging where possible
- VerifyRetest and short report
How we approach a bug
The first job is to make the problem happen on demand. A bug that can be reproduced can usually be fixed; a bug that cannot be reproduced needs more information first, such as the device, browser, page and time it happened.
Once the cause is found, we fix it in the smallest safe way, test the fix and check the surrounding features. We prefer to work on a staging copy where one exists, and we take a backup before changing a live site.
Common symptoms and where we look first
| Symptom | Common causes | First checks |
|---|---|---|
| Contact form not sending | Mail settings, spam filtering, plugin update | Server mail logs, form plugin settings, test submission |
| Layout broken on phones | CSS conflict, new content too wide, theme update | Affected pages at several widths, recent changes |
| Page shows an error | Code error after update, server limits | Error logs, recent updates, PHP version |
| Site very slow | Large images, heavy plugins, hosting limits | Page weight, slow requests, server response |
| Checkout or payment error | App or plugin conflict, payment settings | Test transactions, error messages, recent changes |
These are starting points. The actual cause is confirmed by reproducing the problem.
What to include in a bug report
These details often save more time than anything else.
The problem
- The page address where it happens
- What you expected and what actually happened
- Steps to make it happen again
- A screenshot or screen recording
The context
- Device and browser
- When it started, if known
- Recent changes: updates, new plugins, hosting moves
- Whether all visitors or only some are affected
From report to verified fix
Triage
Confirm the problem, its impact and whether a temporary workaround is needed.
Output: Agreed priority
Reproduce and diagnose
Recreate the issue and trace it to a cause using logs and testing.
Output: Cause explained in plain language
Fix safely
Back up, apply the fix on staging where possible, then on the live site.
Output: Fix applied
Verify
Retest the original problem and the features around it on several devices.
Output: Short fix report
Typical scope
Typically included
- Investigation of the reported problem
- Fix of the confirmed cause
- Backup before changes
- Retesting and a short written report
Agreed separately
- Redesigns or new features
- Rebuilding sites that cannot be safely repaired
- Ongoing maintenance plans
- Paid plugin or hosting upgrades
What we need from you
- A description of the problem with steps to reproduce
- Admin or hosting access through a separate user account
- Details of recent changes
- Confirmation of a current backup, if you have one
Stopping the same bug coming back
Many website bugs are not new problems but old ones returning after an update. A plugin update overwrites a manual change, a theme update removes a custom style, or a hosting change resets a mail setting. Fixing the symptom again each time is slower and more expensive than fixing the reason it keeps happening.
When we fix a bug we note whether it depends on something that will change later, such as a theme file, a plugin version or a server setting. Where possible we move the fix somewhere updates will not touch, such as a child theme or a dedicated settings file, and we tell you which future updates are worth checking carefully.
When fixing is not the best option
Sometimes the honest answer is that a repair will cost more than it saves. We will tell you if we think so.
Unsupported software
The site runs on a platform, theme or plugin that no longer receives updates, so each fix is temporary.
Repeated breakage
Several unrelated bugs share one cause, such as a heavily modified theme that conflicts with routine updates.
Missing source
The site was built with tools or code you no longer have access to, so changes cannot be made safely.
Questions about website bug fixing
Which platforms do you work with?
Common website platforms and custom code, including WordPress, WooCommerce, Shopify and static sites. Tell us what your site uses and we will confirm before quoting.
What if you cannot reproduce the bug?
We will tell you, explain what was checked and suggest how to capture more information the next time it happens.
Do you charge by the hour?
We quote each fix after an initial look, so you know the cost of investigating and fixing before work starts.
Will the fix be undone by the next update?
We explain whether the fix depends on a theme, plugin or platform version, and avoid changes that updates will overwrite where we can.
Can you fix several issues at once?
Yes. Send a list and we will group them so related problems are fixed together.
Request a Custom Quote
Ask about Website bug fixing
Thank you — your enquiry has been sent.
We have received your message and will reply by email. If you need to add anything, email info@letgetgrow.com.