Getting help

Where to look when something is not working, and what to include when you contact support.

Most questions have a fast answer. Here is the order worth trying.

Search these guides

The search box at the top of the documentation sidebar searches every page here. Searching for the words you see on screen usually works better than searching for what you think the feature is called.

Check Troubleshooting

The Troubleshooting section is organized by symptom rather than by feature. If your changes are not showing up, your domain is not working, or your form submissions are not arriving, start there.

Ask Lumi

Lumi is the assistant behind the sparkles icon in the top bar. It can answer questions about your own site (how many pages you have, what changed recently) and it can make changes for you.

Lumi shows you what it intends to do before doing it. Read that summary. It is easier to correct a plan than to undo a change.

Contact support

If none of that helps, get in touch through the contact form on the BrightSite website. Including these makes a fast answer much more likely:

  • The web address of the page you were on when it went wrong.
  • What you expected and what happened instead.
  • When it started. "After I published this morning" narrows things considerably.
  • A screenshot, if there is anything on screen worth seeing.

Before you report a problem

Two things resolve a surprising share of reports:

Did you publish? Changes stay as a draft until published. This is the single most common cause of "my change is not showing". See Draft, staged and live if that distinction is new to you.

Have you reloaded? Browsers keep copies of pages. A hard refresh (Ctrl+Shift+R, or Cmd+Shift+R on a Mac) fetches a fresh copy.

Features you cannot see

If a menu described in these guides is missing for you, it is usually one of two things rather than a fault.

  • Your plan. Some features are included from the Grow plan up. See Plans and billing for what each plan includes.
  • Your role. Members and viewers see less than admins do. Ask whoever administers your organization about your permissions.

Last updated September 8, 2026