A useful support request describes one problem, the action that triggered it and the result. You do not need to diagnose the cause. A clear observation often helps more than a guess about what is broken.
Include these details
- Device: Windows or Android, operating-system version and model where relevant.
- App: Zenshield version, if you can find it in the installed app.
- Connection: Wi-Fi, mobile data or wired internet; say whether it is a home, workplace or public network without sharing an exact private address.
- Timing: Approximate date, time and time zone.
- Action: What you clicked or attempted immediately before the problem.
- Result: Exact error text or a description of what stayed on screen.
- Comparison: Whether ordinary internet works with the VPN disconnected, and anything you tried once to compare.
If you cannot find the app version, say “version not found” and send the rest. Do not delay a useful report while searching every settings screen.
Copy this message outline
Subject: Connection problem on [Windows/Android]
I tried to:
I expected:
What happened instead:
Exact error, if shown:
Device and OS version:
Zenshield version, if visible:
Network type:
Date, time and time zone:
Does browsing work with the VPN disconnected?
What I already tried and the result:
For example, a helpful observation is: “On my Windows laptop, I can browse on hotel Wi-Fi after completing its sign-in page. At 20:15 Lisbon time, Zenshield stayed on the connection screen. Reopening it once produced the same result.” This is an illustrative report, not a known incident.
Attach only what helps
A screenshot is useful when an error disappears quickly or is difficult to transcribe. Crop it to the relevant message. Hide unrelated tabs, notifications, account identifiers and private addresses where they are not needed.
Never include passwords, authentication codes, recovery codes or private browsing history. Do not send a full device log unless support explains which diagnostic information is needed and how to share it. If you are uncertain about a field, ask before sending it.
Use the right subject
Use “Account access” for a sign-in issue, “Account deletion request” for deletion, or “Bandwidth-sharing question” for consent and participation. Those requests are different from a failed connection and need different answers.
Use the contact page or email hello@zenshield.com. When the contact page prepares an email draft, review it and send it through your email app. Preparing the draft alone does not deliver the message.
When following up
Reply in the same conversation and add what changed. Include any new error or a new test result, rather than sending the same report repeatedly. If the issue is urgent because of a task you need to complete, explain that task without including sensitive account information.