If you encounter a bug or technical issue, our support team is here to help analyze the situation and identify the root cause of the problem.
To make the investigation easier, it is helpful to provide as much information as possible, such as:
- a description of the issue
- the steps to reproduce the situation
- a screenshot or video
- your environment (browser, device, application version, etc.)
This information helps our team better understand the situation and identify the cause of the issue more quickly.
What happens after a bug is reported?
When you report a bug or technical issue:
- The support team reviews your request and attempts to reproduce the issue.
- If some information is missing, support may ask you for additional details or clarification to better understand the situation.
- If the issue requires further investigation, support escalates the request to the technical team.
Investigation and resolution
Depending on the nature of the issue, investigation and resolution may require several steps.
During this process:
- support may keep you informed of the progress of the investigation when necessary
- the technical team works to identify the root cause and prepare a fix or solution
In some cases, the resolution may require some time before it is deployed.
After the solution is deployed
Once the solution or fix has been deployed:
- support informs you that the fix is available
- support asks you to confirm that the issue has been resolved on your side
This helps ensure that the situation has been fully resolved.
Thank you for your help
Bug reports are very valuable and help us continuously improve the platform.
The more detailed the information provided, the easier it is for our teams to identify the cause of the issue and provide a solution.