Start a case — Reši Lokalno

Website

Step 1 of 4

Problem

ProblemCurrent step
ImpactNot started
EvidenceNot started
ContactNot started

What is going on?

Start with the category closest to the problem.

Which of these is closest?

If two of them fit, pick either — we can move the case.

Account & Meta RecoveryWhen access to Instagram, Facebook or WhatsApp Business is gone, we run the case.Ads & Business SuiteLocked out of your ad account, or ads not running? We work through the setup with you.Website Performance & EmergencyFor a site that is down, broken at checkout, or too slow on a phone to keep a customer.Domain & Hosting RecoveryFind out who really owns your domain and hosting, and move it into your company's name.Serbia E-commerce & PaymentsWhen orders arrive but the payment step keeps failing, we follow the chain end to end.Google Maps & ReputationYour Google listing, your Maps details and your reviews, put back in order.

Give it a short title (required)

One line, the way you would say it out loud.

What happened? (required)

In your own words, in whichever language you prefer. What changed, when you noticed, and what you have already tried. We do not translate what you write.

When did it start? (optional)

Roughly is fine.

Affected address (optional)

The website, profile or account this is about.

A few specifics

These questions change with the category, so we do not ask you for things that are not relevant.

What is the shop built on? (required)

WooCommerceShopifyOpenCartMagentoSomething customSomething else

Which bank or payment provider? (optional)

Whoever provides the virtual POS or the payment gateway.

What do you charge in? (optional)

RSD — Serbian dinarEURMore than one currency

Which payment methods are involved? (required)

Cards (virtual POS)IPS QR codeIPS deep linkPayPalBank transferCash on delivery

Never send a card number, an expiry date or a CVV — not here, not in a message, not in a screenshot. If you need to test a payment, do it yourself on your own card and tell us what happened.

What happens at the 3-D Secure step? (optional)

It passes, but the order still failsIt fails or never appearsIt is not switched onI do not know

Any error code or message? (optional)

Is this on the live shop or a test one? (optional)

Live shopTest environmentBoth

How often does it fail? (optional)

Every timeMost of the timeSome cards or some customersOccasionally

Some of this is the bank's decision to make, not ours. Where that is the case we will tell you, prepare what they need, and hand over to them or to your accountant.

How much is this costing you right now?

This sets our internal priority. Be honest rather than dramatic — we would rather know the real picture.

How urgent is it?

NormalNot blockingAnnoying, but the business is running.The site is slower than it should be; a listing shows the wrong opening hours; ads are underperforming.UrgentLosing moneySomething that earns is broken or unreachable.Checkout fails at payment; the contact form is not delivering; the ad account is restricted mid-campaign.CriticalBusiness stoppedTrading has stopped, or someone else is in control.The website is fully down; the domain has expired and email has stopped with it; someone else controls your Instagram and is posting; the Google listing is suspended.

Marking a case critical moves it up our queue. It does not change what a platform, a bank or a registrar will do, or how quickly they will do it.

What is affected? (optional)

Select everything that applies.

Online salesNew enquiriesBookings or reservationsAdvertisingCustomer communicationHow the business looks publiclyInternal work only

Anything else about the impact? (optional)

For example, a deadline, an event, or a seasonal peak.

Anything you already have?

Screenshots and documents help us start from facts instead of guesses. You can also skip this and send things later from inside your case.

Before you upload, cover what we do not need

Share only the part of the document that shows what we need. Black out card numbers, JMBG, other people's personal details, and anything else that is not relevant. A photo of the relevant section is fine.

Drag files here, or browse

Up to 20 files, 4.5 MB each. Accepted: .png, .jpg, .jpeg, .webp, .gif, .pdf, .txt, .log, .csv.

No files attached

How do we reach you?

We confirm your email before the case opens, so that only you can read it.

Business name (required)

City (optional)

Your name (required)

Email (required)

Your case link and one-time codes go here. Use an address you can definitely open.

Phone (optional)

Only used if we need to reach you quickly about this case.

How do you prefer to be contacted?

EmailPhone callWhatsApp

Whatever you pick, the case record stays in the portal. Phone and WhatsApp are only used to reach you, never to send case details.

Before you send

I have read the privacy notice and agree to my information being used to handle this case. Read the privacy notice

I own this account, website or domain, or I am authorised to act for the business that does.

You may contact me about this case using the details above.

What we will never ask for

This form does not have a field for your password, a verification code, a backup code, a card number, a CVV, or your JMBG — and we will never ask for one by email or phone either. Anyone who does is not us.

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