UX Writing for Digital Services - Problems accessing a service

Provide separate information for when:

• an unexpected problem happens
• a service is not available for a specific period of time or permanently

Unexpected problem

Use this text if there is an unexpected problem with the service, if the cause is not known:

[h1]Sorry, there is a problem with the service[/h1]

[p]Try again later.[/p]

[p]Phone [service name] on [number][/p]

Provide:

• contact information and opening hours, if available and can offer help
• information about what has happened to their answers if they are in the middle of a transaction

If the problem cannot be fixed quickly, close the service and use the service unavailable text.

Service not available

Use this text when a service has been closed for a specific period of time or permanently:

[h1]Sorry, this service is not available[/h1]

[p]The day, date and time it is going to be available or what to do if it is permanently closed[/p]

[p]Phone [service name] on [number][/p]

If available, provide:

• contact information and opening hours or another service that can offer help
• include a link to the other service they can use to do what they came to do
• information about what has happened to their answers if they are in the middle of a transaction