How to report a problem (bug, improvement or idea)

Overview

You can report a problem, suggest an improvement, or send an idea without leaving the platform. The Report a problem button (bug icon 🐞) sits at the bottom of the sidebar. Once you submit, the report goes straight to our product team and you can follow progress in the My reports tab.

Prerequisites

• Be signed in. Any account member can send a report.
• The feature must be enabled for your account (it is on by default).

Step by step

1. In the sidebar, click Report a problem (🐞).
2. Choose the type: Bug, Improvement or Idea.
3. Write a short title and a description (what you expected vs. what happened; steps to reproduce help a lot).
4. Pick the severity (Low, Medium, High, Urgent).
5. (Optional) Use the capture tools — see below.
6. (Optional) Review Advanced diagnostics and tick the consent box.
7. Click Send report.

Capture tools

• 📷 Screenshot — captures the current tab in high fidelity (your browser asks to share this tab — confirm) and opens the editor, where you can draw highlight rectangles and arrows and hide sensitive data (a solid block — the information is removed for good).
• 🎯 Select component — hover and click the element that's broken; we record which component it is plus a sharp crop of the screen that you can still annotate and redact.
• ⏺️ Record screen — record a short video reproducing the problem (up to 2 minutes). When you stop, the reviewer opens: you can review the recording, trim the start/end and hide sensitive areas before attaching.
• 📎 Attach file — attach images, videos or log files.

Tap any thumbnail to reopen the editor (images) or the reviewer (videos) and adjust it again before submitting.

Advanced diagnostics

To speed up the fix, every report always includes technical details: browser, device, performance, console logs and recent network failures. Your account, plan, license and app version are added on the server. The Advanced diagnostics panel shows exactly what is collected — you can inspect the logs — for full transparency.

Privacy and collected data (LGPD/GDPR)

Diagnostic data is processed based on your consent and used solely to diagnose and fix the reported problem. Before any diagnostic data is sent, you must accept the terms — the acceptance is recorded (date, terms version) for transparency. We automatically mask sensitive information (tokens, passwords, emails, IDs, phone numbers) in logs, and you can hide areas of screenshots. Full details are in the platform's Terms of Use and Privacy Policy.

Tracking the status

Open the button again and go to the My reports tab. Each report shows the current status (Submitted → Received → Accepted → In progress → Resolved) and, when available, a link to the issue.

What each status means:

This is the report's only status badge. It follows the team's official issue and normally updates on its own within a few minutes. If an automatic notification between systems is missed, the safety reconciliation recovers the change within one hour. If a resolved issue is reopened, the badge moves back to Accepted or In progress. The platform never shows internal technical state names or a second supplier badge.

Talking about the report

Click the report to open its detail. That is where the conversation lives: the support team's replies and yours.

• Read the team's reply. When support answers, the message shows up in the report's conversation.
• Reply back. Type in the field at the end of the conversation and send — your reply reaches the team alongside the original report, with all the diagnostics already attached.
• If sending fails, the message is flagged and you can resend it with one click. Nothing is lost.

Not every internal team comment becomes a message to you — only what the team chooses to publish.

Notifications

You are notified in the platform bell (and by push, if enabled on your device) when:

• your report is resolved;
• the team replies on the report.

Clicking the notification opens the right report, already on the conversation. To turn these on or off, go to Profile → Notifications.

Settings & options

• Include the return email and affected area so the team can connect the report to the right context.

Use cases

• Report a reproducible error that prevents the team from completing a platform task.

Tips, limits & best practices

• State the expected result, observed result, and minimum reproduction steps; do not include secrets.

Troubleshooting

• The button doesn't show up: the feature may be disabled for your account — ask your admin.
• Screenshot/recording won't start: your browser asks to share this tab — confirm to capture in high fidelity. Some browsers (or private mode) block capture; in that case the button hides and you can attach a file instead.
• I can't submit: make sure you filled the title and ticked consent (required, since the report includes the diagnostic data).
• The status did not change: reopen My reports. The platform also refreshes the list while it is open and when you return to the tab. Updates normally appear within a few minutes; if a notification was missed, automatic recovery can take up to one hour. After that time, tell support the report number; you do not need to file another report.

See also

• Getting started

• Platform core concepts

• Login, profile and 2FA