## 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:

| Status | What happened |
|---|---|
| **Submitted** | The report left your screen and is on its way to the team. |
| **Received** | It reached the team and entered the triage queue. |
| **Accepted** | The team read it, acknowledged the problem and queued the work. Not started yet. |
| **In progress** | Someone is working on it right now. |
| **Resolved** | The fix is done. |
| **Closed** | The report ended without a fix (duplicate, not reproducible, or out of scope). |

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](/hc/ajuda/articles/getting-started-overview-en)

- Platform core concepts
- Login, profile and 2FA