Reporting a bug

Send bug reports through either route in How to get help.

Before writing one up, it is worth a look at Troubleshooting. A good share of reports turn out to be a known symptom with a known answer, and the page will get you there faster than we will.

What to include#

The one thing that decides how quickly a bug gets fixed is whether it can be reproduced. Everything below serves that.

What you were doing. The specific sequence, not the summary. “Uploading the March commission report for Northwind” is actionable. “Uploading a report” is not.

What you expected to happen.

What actually happened. Include the exact error text if there was one. A screenshot of an error beats a description of it, and the full screen beats a crop, because the part you cropped out is often where the cause is.

The URL. Copy it from the address bar. It identifies your agency, the workspace, and the exact record, which saves a whole round trip of us asking which client you meant.

Which client organization. By name. Most things in Modero are scoped to a client, so a report without one is ambiguous from the start.

When it started. If it worked last week and not today, say so. That narrows the search more than almost any other detail.

Who it affects. Just you, or everyone on your team? If a colleague can try the same thing, get that answer before writing in.

What makes a report hard to act on#

• A screenshot with no description. We can see it is wrong; we cannot see what you did.
• “It does not work.” Which part, and what did it do instead?
• Several unrelated problems in one thread. They get different fixes on different timelines and end up in different threads anyway. Send them separately.
• A retyped error message. Copy and paste it, or screenshot it. Transcription errors send us hunting for messages that do not exist.

Data and privacy#

Screenshots of real client data are fine and usually necessary. Send them.

Do not send passwords, API keys, or carrier portal credentials, in a screenshot or otherwise.

If we need to look at the data directly rather than at your screenshot, that happens through a support-access grant you can see in your audit feed, not by you handing over credentials. See How Modero support access works.

What happens next#

You will get a reply confirming we can reproduce it, or asking for the one detail that is missing.

If we cannot reproduce it, we will tell you that rather than going quiet. That usually means the next step is a screen share.