Troubleshooting Accessibility and Recovery help
Purpose
Recover from navigation, account, checkout, project, download, or accessibility problems without repeating a risky action or exposing private information.
Intended user
any visitor or customer who cannot continue safely
Availability status
Public information is available now. Other options depend on the feature and are shown on its page.
Requirements before starting
Use the site's visible navigation. Sign in when the feature asks you to, and submit only information you are allowed to share.
Desktop and mobile navigation
On desktop, use the labeled header, section links, and footer. On mobile, open the current menu, follow the same labels, and confirm the destination heading before entering information. Do not rely on the visual position of a control; use its label and surrounding status text.
Figure SS-B4-004. Customer Help entry for account, billing, access, and delivery recovery.
First-time use
- Read the visible status or error message before retrying.
- Use browser Back only for public navigation; use the canonical account or project route for protected work.
- Choose `Use recovery code`, `Customer Help`, or the service-specific support path.
- Report the route, time, visible message, device, and non-secret reference.
Returning use
Return through the canonical public, account, or project entry. Confirm the customer, project, order, version, and status before continuing. Do not reuse an expired download, recovery, invitation, checkout, or old or expired link.
Fields controls and consequences
Customer Help, Use recovery code, Create account, My Account, Sign out, and service-specific support links are the primary recovery controls. A failed checkout message states that no charge was created when that is the verified outcome.
Submitting a form, saving a project, or purchasing may create a record or charge. Review the information and displayed terms first.
Normal and exceptional states
Page unavailable, validation error, invalid credentials, recovery denied, expired one-use link, failed checkout, pending confirmation, missing entitlement, expired download, inaccessible control, and successful recovery.
Pending is not success. A public description is not an entitlement. A validation error should identify the affected input without exposing another customer or protected record.
Commercial rules
Stop before retrying a potentially chargeable action. Support cannot confirm a charge from a screenshot alone; use the order and order confirmation available to the account.
Saving revision history notification and delivery
When available, use your account or project page to review saved work, messages, delivery, and correction options. Keep a copy of delivered files.
Privacy security ownership accessibility and AI use
Use the minimum information needed. Never place passwords, payment-card details, recovery codes, recovery codes, or unrelated customer data in a general message. Preserve rights and provenance for uploaded text and images. Keyboard order, focus visibility, labels, status announcements, contrast, captions, and alternative text remain part of acceptance. AI-assisted material requires human review and does not replace licensed professional judgment.
Common mistakes
If a confirmation is pending, check your order status before taking another action.
Recovery
Do not send passwords, recovery codes, card details, bank data, or private files through general email. For accessibility barriers, identify the control and requested accommodation.
Support escalation
Provide the route, date and time, device, visible message, and non-secret account, order, project, or application reference. Explain what you expected and what occurred. Do not include credentials or payment data.
Related features
Accounts, Commerce, Customer Projects, Contact, Privacy, and Security.
Glossary and index terms
troubleshooting, recovery, error, denial, expired, accessibility, Customer Help.