Check publishing and availability first
If customers cannot open a public page, confirm the site is live, the feature is enabled on the current plan, the item is published or visible, and the URL uses the right site slug. Draft previews and published pages are different surfaces.
For booking issues, check service visibility, availability rules, closures, custom hours, booking limits, timezone, and whether a slot conflict was created by another booking.
Check checkout and document state
For store checkout, confirm product visibility, variant availability, inventory policy, cart contents, required customer fields, and whether Stripe checkout returned a clear payment state.
For invoices and receipts, check whether the document is still a draft, whether the customer has an email, whether a receipt token exists, and whether the action is supported for that document source.
Open a ticket with useful detail
If the issue still needs Helm support, include the page or dashboard area, the customer-facing URL if relevant, the approximate time, the customer or order reference if safe to share, and what you expected to happen.
Do not paste sensitive tokens, passwords, raw payment details, or private customer message bodies into a ticket unless Helm asks for a specific sanitized detail.