Asking for help? Include these details for a fast, useful answer

Our team reads every post in the Support forum and answers as soon as we can. The more you tell us up front, the faster we can help, and the less back-and-forth there is. Here’s what to include.

About your tank

• Size in gallons, and whether it has a sump.
• How long it has been running. A two-month-old tank and a two-year-old tank have very different problems.
• Lighting and flow: what you run and your light schedule.

Your latest test results

Whatever you have, with the date you tested:

• Salinity (and whether you use a refractometer or a hydrometer)
• Temperature
• Ammonia, nitrite, nitrate
• pH
• For reef tanks: alkalinity, calcium, magnesium, phosphate

If you don’t have a test, say so. That’s useful to know too.

Your livestock

List the fish, corals and invertebrates, and when each one was added. Problems often start a week or two after something new goes in.

What changed

New animals, a water change, a new salt brand, a power outage, a dose of something, a move: anything in the last two weeks.

Photos

Photos help enormously. You can’t upload pictures here yet, but you can paste a link to a photo on Google Photos, Imgur or a public Facebook post.

Problems with an order?

For dead-on-arrival claims, shipping problems or anything with your name, address or order number, please contact us directly or use the live chat instead of posting here, so your details stay private. Our shipping and live arrival page explains how the guarantee works.