Quick checks before reporting
Before sending a report, try these steps to rule out common causes:
Refresh the page and attempt the action again.
Try an incognito or private browser window (this rules out cached data or browser extensions).
Try a different browser (Chrome, Edge, Firefox, or Safari).
If the issue is case-specific, check whether it also occurs on a different case.
If the problem persists after these checks, send a bug report with the details below.
What to include in your report
Send your report to [email protected] with the subject line: Bug report: [short title] (for example, Bug report: Uploading documents fails on case page).
Include as many of the following details as possible:
URL where the bug occurred - copy the full link from the browser address bar.
Short description - what went wrong, in one to two sentences.
Steps to reproduce - numbered steps to repeat the exact flow that triggered the issue.
Expected vs. actual result - what should have happened vs. what did happen.
Screenshots or screen recording - include the full browser window if possible. Make sure any error messages are clearly visible.
Browser and device - browser name and version (for example, Chrome 121), operating system, and device type (desktop or mobile).
Time of issue - date, approximate time, and timezone.
Case reference - the case ID or invoice reference from the platform, if the bug is case-specific. You can find these on your Cases Received list.
Exact error text - copy and paste any error messages rather than paraphrasing them.
Frequency - does it happen every time, or only sometimes?
Handling sensitive information
Avoid including unnecessary personal data in screenshots or recordings. If a screenshot contains sensitive information, you may blur it as long as the relevant UI elements and any error messages remain clearly visible.