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data-parent='parent_nav_top_helparticles_campaignsandcanvas'><div class='nav_block'> <a tabindex='-1' href='/docs/help/help_articles/campaigns_and_canvas/more_people_in_control_group/' class='nav_link' data-parent='parent_nav_top_helparticles_campaignsandcanvas' aria-label='Handling a Large Control Group'> <div class='nav_title'>Handling a Large Control Group</div></a></div></div> </div> <div class='nav-item ' id='parent_nav_top_helparticles_campaignsandcanvas_usingcustomeventproperties' data-parent='parent_nav_top_helparticles_campaignsandcanvas'><div class='nav_reg' data-parent='parent_nav_top_helparticles_campaignsandcanvas'><div class='nav_block'> <a tabindex='-1' href='/docs/help/help_articles/campaigns_and_canvas/using_custom_event_properties/' class='nav_link' data-parent='parent_nav_top_helparticles_campaignsandcanvas' aria-label='Logging Custom Event Properties'> <div class='nav_title'>Logging Custom Event Properties</div></a></div></div> </div> <div class='nav-item ' id='parent_nav_top_helparticles_campaignsandcanvas_conversionslow' data-parent='parent_nav_top_helparticles_campaignsandcanvas'><div class='nav_reg' data-parent='parent_nav_top_helparticles_campaignsandcanvas'><div class='nav_block'> <a tabindex='-1' href='/docs/help/help_articles/campaigns_and_canvas/conversions_low/' class='nav_link' data-parent='parent_nav_top_helparticles_campaignsandcanvas' aria-label='Low Campaign or Canvas Conversions'> <div class='nav_title'>Low Campaign or Canvas Conversions</div></a></div></div> </div> <div class='nav-item ' id='parent_nav_top_helparticles_campaignsandcanvas_nottriggering' data-parent='parent_nav_top_helparticles_campaignsandcanvas'><div class='nav_reg' data-parent='parent_nav_top_helparticles_campaignsandcanvas'><div class='nav_block'> <a tabindex='-1' href='/docs/help/help_articles/campaigns_and_canvas/not_triggering/' class='nav_link' data-parent='parent_nav_top_helparticles_campaignsandcanvas' aria-label='Untriggered Campaign or Canvas'> <div class='nav_title'>Untriggered Campaign or Canvas</div></a></div></div> </div> <div class='nav-item ' id='parent_nav_top_helparticles_campaignsandcanvas_usingeventlogging' data-parent='parent_nav_top_helparticles_campaignsandcanvas'><div class='nav_reg' data-parent='parent_nav_top_helparticles_campaignsandcanvas'><div class='nav_block'> <a tabindex='-1' href='/docs/help/help_articles/campaigns_and_canvas/using_event_logging/' class='nav_link' data-parent='parent_nav_top_helparticles_campaignsandcanvas' aria-label='Using Event Logging'> <div class='nav_title'>Using Event Logging</div></a></div></div> </div> <div class='nav-item ' id='parent_nav_top_helparticles_campaignsandcanvas_knowbeforesend' data-parent='parent_nav_top_helparticles_campaignsandcanvas'><div class='nav_reg' data-parent='parent_nav_top_helparticles_campaignsandcanvas'><div class='nav_block'> <a tabindex='-1' href='/docs/help/help_articles/campaigns_and_canvas/know_before_send/' class='nav_link' data-parent='parent_nav_top_helparticles_campaignsandcanvas' aria-label='Know Before You Send'> <div class='nav_title'>Know Before You Send</div></a></div></div> </div> </div><div class='nav-item ' id='parent_nav_top_helparticles_contentcards' data-parent='parent_nav_top_helparticles'><div class='nav_url' data-parent='parent_nav_top_helparticles'><a tabindex='-1' href='#nav_top_helparticles_contentcards' aria-label='Content Cards' data-toggle='collapse' data-target='#nav_top_helparticles_contentcards' class='nav_toggle ' aria-expanded='false' data-parent='parent_nav_top_helparticles'><i class='fas'></i><div class='nav_block'> <a tabindex='-1' href='/docs/help/help_articles/content_cards/' class='nav_link' data-parent='parent_nav_top_helparticles' aria-label='Content Cards'> <div class='nav_title'>Content Cards</div></a></div></div> </div> <div class='nav flex-column flex-nowrap collapse ' id='nav_top_helparticles_contentcards' > <div class='nav-item ' id='parent_nav_top_helparticles_contentcards_emptycontentcardfeed' data-parent='parent_nav_top_helparticles_contentcards'><div class='nav_reg' data-parent='parent_nav_top_helparticles_contentcards'><div class='nav_block'> <a tabindex='-1' href='/docs/help/help_articles/content_cards/empty_content_card_feed/' class='nav_link' data-parent='parent_nav_top_helparticles_contentcards' aria-label='Empty Content Card Feed'> <div class='nav_title'>Empty Content Card Feed</div></a></div></div> </div> </div><div class='nav-item ' id='parent_nav_top_helparticles_data' data-parent='parent_nav_top_helparticles'><div class='nav_url' data-parent='parent_nav_top_helparticles'><a tabindex='-1' href='#nav_top_helparticles_data' aria-label='Data' data-toggle='collapse' data-target='#nav_top_helparticles_data' class='nav_toggle ' aria-expanded='false' data-parent='parent_nav_top_helparticles'><i class='fas'></i><div class='nav_block'> <a tabindex='-1' href='/docs/help/help_articles/data/' class='nav_link' data-parent='parent_nav_top_helparticles' aria-label='Data'> <div class='nav_title'>Data</div></a></div></div> </div> <div class='nav flex-column flex-nowrap collapse ' id='nav_top_helparticles_data' > <div class='nav-item ' id='parent_nav_top_helparticles_data_dispatchid' data-parent='parent_nav_top_helparticles_data'><div class='nav_reg' data-parent='parent_nav_top_helparticles_data'><div class='nav_block'> <a tabindex='-1' href='/docs/help/help_articles/data/dispatch_id/' class='nav_link' data-parent='parent_nav_top_helparticles_data' aria-label='Dispatch ID Behavior'> <div class='nav_title'>Dispatch ID Behavior</div></a></div></div> </div> <div class='nav-item ' id='parent_nav_top_helparticles_data_changecustomdatatype' data-parent='parent_nav_top_helparticles_data'><div class='nav_reg' data-parent='parent_nav_top_helparticles_data'><div class='nav_block'> <a tabindex='-1' href='/docs/help/help_articles/data/change_custom_data_type/' class='nav_link' data-parent='parent_nav_top_helparticles_data' aria-label='Changing Custom Attribute or Event Data Type'> <div class='nav_title'>Changing Custom Attribute or Event Data Type</div></a></div></div> </div> <div class='nav-item ' id='parent_nav_top_helparticles_data_blocklistingdeletion' data-parent='parent_nav_top_helparticles_data'><div class='nav_reg' data-parent='parent_nav_top_helparticles_data'><div class='nav_block'> <a tabindex='-1' href='/docs/help/help_articles/data/blocklisting_deletion/' class='nav_link' data-parent='parent_nav_top_helparticles_data' aria-label='Difference Between Blocklisting and Deletion'> <div class='nav_title'>Difference Between Blocklisting and Deletion</div></a></div></div> </div> </div><div class='nav-item ' id='parent_nav_top_helparticles_email' data-parent='parent_nav_top_helparticles'><div class='nav_url' data-parent='parent_nav_top_helparticles'><a tabindex='-1' href='#nav_top_helparticles_email' aria-label='Email' data-toggle='collapse' data-target='#nav_top_helparticles_email' class='nav_toggle ' aria-expanded='false' data-parent='parent_nav_top_helparticles'><i class='fas'></i><div class='nav_block'> <a tabindex='-1' href='/docs/help/help_articles/email/' class='nav_link' data-parent='parent_nav_top_helparticles' aria-label='Email'> <div class='nav_title'>Email</div></a></div></div> </div> <div class='nav flex-column flex-nowrap collapse ' id='nav_top_helparticles_email' > <div class='nav-item ' id='parent_nav_top_helparticles_email_emailbounces' data-parent='parent_nav_top_helparticles_email'><div class='nav_reg' data-parent='parent_nav_top_helparticles_email'><div class='nav_block'> <a tabindex='-1' href='/docs/help/help_articles/email/email_bounces/' class='nav_link' data-parent='parent_nav_top_helparticles_email' aria-label='Email Bounces'> <div class='nav_title'>Email Bounces</div></a></div></div> </div> <div class='nav-item ' id='parent_nav_top_helparticles_email_openrates' data-parent='parent_nav_top_helparticles_email'><div class='nav_reg' data-parent='parent_nav_top_helparticles_email'><div class='nav_block'> <a tabindex='-1' href='/docs/help/help_articles/email/open_rates/' class='nav_link' data-parent='parent_nav_top_helparticles_email' aria-label='Handling Increases in Click Rates'> <div class='nav_title'>Handling Increases in Click Rates</div></a></div></div> </div> <div class='nav-item ' id='parent_nav_top_helparticles_email_universallinks' data-parent='parent_nav_top_helparticles_email'><div class='nav_reg' data-parent='parent_nav_top_helparticles_email'><div class='nav_block'> <a tabindex='-1' href='/docs/help/help_articles/email/universal_links/' class='nav_link' data-parent='parent_nav_top_helparticles_email' aria-label='Universal Links and App Links'> <div class='nav_title'>Universal Links and App Links</div></a></div></div> </div> <div class='nav-item ' id='parent_nav_top_helparticles_email_htmllooksstrange' data-parent='parent_nav_top_helparticles_email'><div class='nav_reg' data-parent='parent_nav_top_helparticles_email'><div class='nav_block'> <a tabindex='-1' href='/docs/help/help_articles/email/html_looks_strange/' class='nav_link' data-parent='parent_nav_top_helparticles_email' aria-label='HTML Rendering in Test Emails'> <div class='nav_title'>HTML Rendering in Test Emails</div></a></div></div> </div> </div><div class='nav-item ' id='parent_nav_top_helparticles_push' data-parent='parent_nav_top_helparticles'><div class='nav_url' data-parent='parent_nav_top_helparticles'><a tabindex='-1' href='#nav_top_helparticles_push' aria-label='Push' data-toggle='collapse' data-target='#nav_top_helparticles_push' class='nav_toggle ' aria-expanded='false' data-parent='parent_nav_top_helparticles'><i class='fas'></i><div class='nav_block'> <a tabindex='-1' href='/docs/help/help_articles/push/' class='nav_link' data-parent='parent_nav_top_helparticles' aria-label='Push'> <div class='nav_title'>Push</div></a></div></div> </div> <div class='nav flex-column flex-nowrap collapse ' id='nav_top_helparticles_push' > <div class='nav-item ' id='parent_nav_top_helparticles_push_pushtokenmigration' data-parent='parent_nav_top_helparticles_push'><div class='nav_reg' data-parent='parent_nav_top_helparticles_push'><div class='nav_block'> <a tabindex='-1' href='/docs/help/help_articles/push/push_token_migration/' class='nav_link' data-parent='parent_nav_top_helparticles_push' aria-label='Migrating Push Tokens'> <div class='nav_title'>Migrating Push Tokens</div></a></div></div> </div> <div class='nav-item ' id='parent_nav_top_helparticles_push_pushenablement' data-parent='parent_nav_top_helparticles_push'><div class='nav_reg' data-parent='parent_nav_top_helparticles_push'><div class='nav_block'> <a tabindex='-1' href='/docs/help/help_articles/push/push_enablement/' class='nav_link' data-parent='parent_nav_top_helparticles_push' aria-label='Defining Push Enablement'> <div class='nav_title'>Defining Push Enablement</div></a></div></div> </div> <div class='nav-item ' id='parent_nav_top_helparticles_push_pusherrorcodes' data-parent='parent_nav_top_helparticles_push'><div class='nav_reg' data-parent='parent_nav_top_helparticles_push'><div class='nav_block'> <a tabindex='-1' href='/docs/help/help_articles/push/push_error_codes/' class='nav_link' data-parent='parent_nav_top_helparticles_push' aria-label='Common Push Error Messages'> <div class='nav_title'>Common Push Error Messages</div></a></div></div> </div> <div class='nav-item ' id='parent_nav_top_helparticles_push_nopushnotificationwasreceived' data-parent='parent_nav_top_helparticles_push'><div class='nav_reg' data-parent='parent_nav_top_helparticles_push'><div class='nav_block'> <a tabindex='-1' href='/docs/help/help_articles/push/no_push_notification_was_received/' class='nav_link' data-parent='parent_nav_top_helparticles_push' aria-label='Missing Push Notifications'> <div class='nav_title'>Missing Push Notifications</div></a></div></div> </div> <div class='nav-item ' id='parent_nav_top_helparticles_push_pushunsubscribes' data-parent='parent_nav_top_helparticles_push'><div class='nav_reg' data-parent='parent_nav_top_helparticles_push'><div class='nav_block'> <a tabindex='-1' href='/docs/help/help_articles/push/push_unsubscribes/' class='nav_link' data-parent='parent_nav_top_helparticles_push' aria-label='Tracking Push Unsubscribes'> <div class='nav_title'>Tracking Push Unsubscribes</div></a></div></div> </div> <div class='nav-item ' id='parent_nav_top_helparticles_push_reducingpayloadsize' data-parent='parent_nav_top_helparticles_push'><div class='nav_reg' data-parent='parent_nav_top_helparticles_push'><div class='nav_block'> <a tabindex='-1' href='/docs/help/help_articles/push/reducing_payload_size/' class='nav_link' data-parent='parent_nav_top_helparticles_push' aria-label='Reducing Push Notification Payload Size'> <div class='nav_title'>Reducing Push Notification Payload Size</div></a></div></div> </div> <div class='nav-item ' id='parent_nav_top_helparticles_push_resettingpushpermissions' data-parent='parent_nav_top_helparticles_push'><div class='nav_reg' data-parent='parent_nav_top_helparticles_push'><div class='nav_block'> <a tabindex='-1' href='/docs/help/help_articles/push/resetting_push_permissions/' class='nav_link' data-parent='parent_nav_top_helparticles_push' aria-label='Resetting Push Permissions'> <div class='nav_title'>Resetting Push Permissions</div></a></div></div> </div> </div><div class='nav-item ' id='parent_nav_top_helparticles_segments' data-parent='parent_nav_top_helparticles'><div class='nav_url' data-parent='parent_nav_top_helparticles'><a tabindex='-1' href='#nav_top_helparticles_segments' aria-label='Segments' data-toggle='collapse' data-target='#nav_top_helparticles_segments' class='nav_toggle ' aria-expanded='false' data-parent='parent_nav_top_helparticles'><i class='fas'></i><div class='nav_block'> <a tabindex='-1' href='/docs/help/help_articles/segments/' class='nav_link' data-parent='parent_nav_top_helparticles' aria-label='Segments'> <div class='nav_title'>Segments</div></a></div></div> </div> <div class='nav flex-column flex-nowrap collapse ' id='nav_top_helparticles_segments' > <div class='nav-item ' id='parent_nav_top_helparticles_segments_myfilteroptionshavechanged' data-parent='parent_nav_top_helparticles_segments'><div class='nav_reg' data-parent='parent_nav_top_helparticles_segments'><div class='nav_block'> <a tabindex='-1' href='/docs/help/help_articles/segments/my_filter_options_have_changed/' class='nav_link' data-parent='parent_nav_top_helparticles_segments' aria-label='Filter Options Changed'> <div class='nav_title'>Filter Options Changed</div></a></div></div> </div> <div class='nav-item ' id='parent_nav_top_helparticles_segments_segmentshowing0users' data-parent='parent_nav_top_helparticles_segments'><div class='nav_reg' data-parent='parent_nav_top_helparticles_segments'><div class='nav_block'> <a tabindex='-1' href='/docs/help/help_articles/segments/segment_showing_0_users/' class='nav_link' data-parent='parent_nav_top_helparticles_segments' aria-label='Missing Users in Segment'> <div class='nav_title'>Missing Users in Segment</div></a></div></div> </div> <div class='nav-item ' id='parent_nav_top_helparticles_segments_segmentationlogicwithandor' data-parent='parent_nav_top_helparticles_segments'><div class='nav_reg' data-parent='parent_nav_top_helparticles_segments'><div class='nav_block'> <a tabindex='-1' href='/docs/help/help_articles/segments/segmentation_logic_with_and_or/' class='nav_link' data-parent='parent_nav_top_helparticles_segments' aria-label='Segmentation Logic'> <div class='nav_title'>Segmentation Logic</div></a></div></div> </div> <div class='nav-item ' id='parent_nav_top_helparticles_segments_exportinglargesegments' data-parent='parent_nav_top_helparticles_segments'><div class='nav_reg' data-parent='parent_nav_top_helparticles_segments'><div class='nav_block'> <a tabindex='-1' href='/docs/help/help_articles/segments/exporting_large_segments/' class='nav_link' data-parent='parent_nav_top_helparticles_segments' aria-label='Exporting Large Segments'> <div class='nav_title'>Exporting Large Segments</div></a></div></div> </div> <div class='nav-item ' id='parent_nav_top_helparticles_segments_searchexacttext' data-parent='parent_nav_top_helparticles_segments'><div class='nav_reg' data-parent='parent_nav_top_helparticles_segments'><div class='nav_block'> <a tabindex='-1' href='/docs/help/help_articles/segments/search_exact_text/' class='nav_link' data-parent='parent_nav_top_helparticles_segments' aria-label='Search Exact Text'> <div class='nav_title'>Search Exact Text</div></a></div></div> </div> </div><div class='nav-item ' id='parent_nav_top_helparticles_docs' data-parent='parent_nav_top_helparticles'><div class='nav_url' data-parent='parent_nav_top_helparticles'><a tabindex='-1' href='#nav_top_helparticles_docs' aria-label='Docs' data-toggle='collapse' data-target='#nav_top_helparticles_docs' class='nav_toggle ' aria-expanded='false' data-parent='parent_nav_top_helparticles'><i class='fas'></i><div class='nav_block'> <a tabindex='-1' href='/docs/help/help_articles/docs/' class='nav_link' data-parent='parent_nav_top_helparticles' aria-label='Docs'> <div class='nav_title'>Docs</div></a></div></div> </div> <div class='nav flex-column flex-nowrap collapse ' id='nav_top_helparticles_docs' > <div class='nav-item ' id='parent_nav_top_helparticles_docs_scrollbaroverlap' data-parent='parent_nav_top_helparticles_docs'><div class='nav_reg' data-parent='parent_nav_top_helparticles_docs'><div class='nav_block'> <a tabindex='-1' href='/docs/help/help_articles/docs/scroll_bar_overlap/' class='nav_link' data-parent='parent_nav_top_helparticles_docs' aria-label='Scroll Bar Overlap'> <div class='nav_title'>Scroll Bar Overlap</div></a></div></div> </div> 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class='nav_title'>2024</div></a></div></div> </div> <div class='nav flex-column flex-nowrap collapse ' id='nav_top_releasenotes_2024' > <div class='nav-item ' id='parent_nav_top_releasenotes_2024_111224' data-parent='parent_nav_top_releasenotes_2024'><div class='nav_reg' data-parent='parent_nav_top_releasenotes_2024'><div class='nav_block'> <a tabindex='-1' href='/docs/help/release_notes/2024/11_12_24/' class='nav_link' data-parent='parent_nav_top_releasenotes_2024' aria-label='November 12, 2024'> <div class='nav_title'>November 12, 2024</div></a></div></div> </div> <div class='nav-item ' id='parent_nav_top_releasenotes_2024_101524' data-parent='parent_nav_top_releasenotes_2024'><div class='nav_reg' data-parent='parent_nav_top_releasenotes_2024'><div class='nav_block'> <a tabindex='-1' href='/docs/help/release_notes/2024/10_15_24/' class='nav_link' data-parent='parent_nav_top_releasenotes_2024' aria-label='October 15, 2024'> <div class='nav_title'>October 15, 2024</div></a></div></div> </div> <div class='nav-item ' id='parent_nav_top_releasenotes_2024_91724' data-parent='parent_nav_top_releasenotes_2024'><div class='nav_reg' data-parent='parent_nav_top_releasenotes_2024'><div class='nav_block'> <a tabindex='-1' href='/docs/help/release_notes/2024/9_17_24/' class='nav_link' data-parent='parent_nav_top_releasenotes_2024' aria-label='September 17, 2024'> <div class='nav_title'>September 17, 2024</div></a></div></div> </div> <div class='nav-item ' id='parent_nav_top_releasenotes_2024_82024' data-parent='parent_nav_top_releasenotes_2024'><div class='nav_reg' data-parent='parent_nav_top_releasenotes_2024'><div class='nav_block'> <a tabindex='-1' href='/docs/help/release_notes/2024/8_20_24/' class='nav_link' data-parent='parent_nav_top_releasenotes_2024' aria-label='August 20, 2024'> <div class='nav_title'>August 20, 2024</div></a></div></div> </div> <div class='nav-item ' id='parent_nav_top_releasenotes_2024_72324' data-parent='parent_nav_top_releasenotes_2024'><div 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class='nav_reg' data-parent='parent_nav_top'><div class='nav_block'> <div class='nav_title' data-parent='parent_nav_top'>Braze Support </div></div></div> </div> </div></nav> <div id="nav_bottom" style="">  <a id="status-indicator" href="https://braze.statuspage.io" target="_blank"> <div class="nav_bottom_item"> <div class="status-title">BRAZE SYSTEM STATUS</div> <div class="color-dot"></div><div class="color-description">Checking Braze Status</div> </div></a> </div> <script type="text/javascript"> function loadStatusPage() { var lsp = document.createElement('script'); lsp.type = 'text/javascript'; lsp.async = true; lsp.src = '//statuspage-production.s3.amazonaws.com/se-v2.js'; lsp.onload = function() { if (typeof(StatusPage) !== "undefined") { var sp = new StatusPage.page({page: 'c947v6z63ltm'}); sp.status({ success: function (data) { var sd = document.getElementById('status-indicator'); sd.getElementsByClassName('color-description')[0].textContent = data.status.description; 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In the dashboard, select <strong>Support</strong> > <strong>Get Help</strong>.</p> <p><img src="/docs/assets/img_archive/get_help.png?a0f2f593503742fea711159eeaba989c" alt="" /></p> <p>Depending on your Braze permissions, and if you are a designated support contact (premium), you will either be taken to the Braze support portal where you can submit and track cases, or our standard support form. If you are unsure if you are a Braze support contact, reach out to your company’s Braze administrator, Braze success manager, or account owner.</p> <div class="alert alert-note" role="alert"><div class="alert-msg"> <b>note: </b><br /> <p>If you are using the <a href="/docs/navigation">older navigation</a>, select <strong>Get Help</strong> > <strong>Support</strong>.</p> </div></div> <h2 id="provide-developer-console-screenshots">Provide developer console screenshots</h2> <p>When communicating with support, you may find you need to access your developer console to provide additional information:</p> <ul> <li>Chrome <ol> <li>Right-click on the webpage and click <strong>Inspect</strong>.</li> <li>Click the <strong>Console</strong> tab in the window that opens.</li> <li>Take a screenshot of the console tab.<br /><br /></li> </ol> </li> <li>Firefox <ol> <li>Right-click on the webpage and click <strong>Inspect Element</strong>.</li> <li>Click the <strong>Console</strong> tab in the window that opens.</li> <li>Take a screenshot of the console tab.<br /><br /></li> </ol> </li> <li>Safari <ol> <li>Go to Safari in the menu bar at the top of your screen and then select <strong>Preferences</strong>.</li> <li>Click on <strong>Advanced</strong> at the top and then tick the checkbox next to <strong>Show Develop menu in menu bar</strong>. You can then exit the window.</li> <li>Right-click on the webpage and click <strong>Inspect Element</strong>.</li> <li>Click the <strong>Console</strong> tab in the window that opens.</li> <li>Take a screenshot of the console tab.</li> </ol> </li> </ul> <h2 id="best-practices-for-submitting-a-support-case">Best practices for submitting a support case</h2> <h3 id="provide-as-much-information-as-possible">Provide as much information as possible</h3> <p>The more insights you can offer, the better. Include specifics like the workspace, the URL to the campaign or segment, and any relevant external IDs. This can help us troubleshoot your issue more efficiently.</p> <h3 id="provide-a-sample-of-users">Provide a sample of users</h3> <p>Share a sampling of users rather than the entire affected segment. Providing a smaller amount of users helps us narrow our scope and speed up our investigations.</p> <h3 id="clarify-expected-versus-actual-behavior">Clarify expected versus actual behavior</h3> <p>Let us know what you were expecting and what actually happened. This can help us narrow down the possible causes of the issue.</p> <h3 id="attach-relevant-images">Attach relevant images</h3> <p>Consider attaching a screenshot to illustrate the problem. Providing these images can significantly aid our understanding of the issue and speed up the resolution process.</p> <h3 id="assess-the-impact">Assess the impact</h3> <p>Select the appropriate severity level to help us assign the right resources to address the problem.</p> <div class="alert alert-important" role="alert"><div class="alert-msg"> <b>important: </b><br /> <p>Marking an an issue as “Critical” means your production instance is down and all work within Braze has stopped.</p> </div></div> </div><div id="bottom_nav" ><div class="gitedit_div"> <a href="https://github.com/braze-inc/braze-docs/blob/develop/_docs/_help/support.md" class="extignore" target="_blank"> <img src="/docs/assets/img/GitHub-Mark-32px.png" alt="Github" />   Edit this page on GitHub </a> </div> <div id="feedback"><div id="feedback_title"> HOW HELPFUL WAS THIS PAGE? </div><div id="feedback_answer"> <ul class="list-inline rating-list"> <li class="inline-star" tabindex="0"><i class="fas fa-star" data-value="Very Helpful" title="Very Helpful"></i></li> <li class="inline-star" tabindex="0"><i class="fas fa-star" data-value="Helpful" title="Helpful"></i></li> <li class="inline-star" tabindex="0"><i class="fas fa-star" data-value="Somewhat Helpful" title="Somewhat Helpful"></i></li> <li class="inline-star" tabindex="0"><i class="fas fa-star" data-value="Unhelpful" title="Unhelpful"></i></li> <li class="inline-star" tabindex="0"><i class="fas fa-star" data-value="Very Unhelpful" title="Very Unhelpful"></i></li> </ul> </div> <div id="feedback_comment_div"> <div> <textarea id="feedback_comment" placeholder="How can we improve this page?"></textarea> </div> <button type="submit" name="submit_feedback" value="SUBMIT FEEDBACK" class="btn btn-black" id="feedback_submit_button" role="button"> SUBMIT FEEDBACK </button> </div> <div id="feedback_msg"> </div> </div> <script type="text/javascript"> var feedback_site = '/docs/help/support/'; var feedback_article_title = 'Support'; var feedback_nav_title = 'Braze Support'; </script>  <div id="bottom_page_nav"> <a id="page_prev_link"><div id="page_prev" ></div></a> <a id="page_next_link"><div id="page_next" ></div></a> </div> </div><div id="footer_div"> <div id="footer_container" class=""> <footer id="footer_terms"> <ul> <li>© Braze. 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