No software is immune to bugs - unfortunately this also applies to If you encounter any bugs while using our software, don’t worry - we will make sure to get it fixed as soon as possible. For this to happen, your help in reporting bugs to our team is essential. In this article, we will walk you through our bug reporting system and what to expect once our team is aware of the issue.

Before you continue: How to know if it's really a bug 🐛

Sometimes you might want to complete a task on and you might find that it is not possible or that there is something different with the system. However, this does not automatically mean that you have encountered a bug. Some other factors might affect the functioning of some features - for instance, it's better to open with Safari or Chrome instead of Internet Explorer; or, simply refreshing a page might do wonders! 

In some other cases, the feature required to perform a task simply does not exist yet on - in order to know more about what our software offers and how to use our current features, we recommend checking out our Help Center

If you find that we are missing a feature that would improve your experience using, we'd love to receive your suggestions. If you find that you are not able to perform a task following the usual steps or if you get any error messages while trying to do so, then it's likely to be a bug which requires reporting.

How do I report a bug?

In order to assess what the cause of a bug is and how to solve it, our technical team needs to reproduce the bug. To do so, when you get in touch with us to report the bug, please mention:

  1. Steps to reproduce: List all steps to follow in order for the bug to happen on screen

  2. Expected behaviour: What should happen after completing the list of steps

  3. Actual behaviour: What actually happens after completing the list of steps

Please make your report as complete as possible with screenshots, exact descriptions of the issue, and the URL of the page you are on when the bug happens.

How severe is the bug?

Once our team receives your bug report, we will assess its severity. Bugs can range from critical issues to minor ones - for instance, critical bugs are serious exceptions that only happen under certain conditions and completely prevent tasks from being done; meanwhile, minor bugs do not block the completion of a task and might not deeply affect its completion time. Instead, minor bugs are related to annoying or confusing system behaviours. 

Either way, once our team determines how serious a bug is, we will notify you with a detailed explanation of the issue and with a time estimate for it to be solved.

How long does it take for it to be fixed?

We take bugs very seriously and will resolve them according to their severity level. Therefore, critical bugs will be handled immediately by our technical team, while less severe bugs will be resolved later on our Bug Fix Fridays. From the moment a bug is reported to us until it is solved, our team will make sure to give you frequent progress updates, time estimates, and will notify you via email or chat as soon as the problem is fixed.

What are examples of system bugs?

My live newsroom is not loading

  • Description: A 405 error shows on the screen when I try to load my newsroom

  • Level of bug: Critical

  • Solutions: Refresh page and see whether it works. If it does, frequently run checks in order to assess whether the error has occurred more than once. If this is the case, get in touch with our support team

  • Limitations: Your newsroom might show after refreshing the page, however depending on the level of this bug it might be that your newsroom does not load at all

  • Time frame for fixing bug: If this rare bug happens, we will be working tirelessly on getting it solved as soon as possible

I cannot access my contacts on the CRM

  • Description: My contacts are gone (if on new CRM) or error message shows when I try to access my contacts (old CRM) - if either of these happen to you while logged onto your CRM, do not worry - your contacts are still there and are not under the risk of being lost

  • Level of bug: Critical

  • Solutions: If you notice this, contact our support team as soon as possible

  • Limitations: If you have scheduled a campaign or wants to send it out as soon as possible at the time the bug appears, you unfortunately will need to wait for it to get fixed as otherwise you won’t be able to select contact lists

  • Time frame for fixing bug: We will investigate it immediately and work on a solution with frequent progress reports and updates

I am not sure if my campaign is being sent

  • Description: This is not necessarily a bug, although the loading time might vary from one campaign to the other. If this is happening while sending out a campaign, it is often due to a long queue from our side. However, it should not take more than 5-10 minutes to complete the process. If the waiting time is abnormally long, then chances are that it is a bug.

  • Level of bug: Minor

  • Solutions: If you campaign hasn’t been sent out in 15 minutes, then get in touch with us

  • Limitations: If the waiting time is too long or if the campaign distribution is being interrupted, the campaign won’t be sent at the scheduled time

  • Time frame for fixing bug: We will investigate it immediately and work on a solution with frequent progress reports and updates

I cannot log into my account

  • Description: I have never received my confirmation email/ reset password email

  • Level of bug: Minor

  • Solutions: Check your spam or promotions folders. Also, make sure that your account was made with your business email - read why here. If you cannot find an email from us with a link to confirm your account or reset your password, get in touch with our team. We will confirm your account if everything is fine with your subscription and reset your login details so you can change your password to one of your preference.

  • Limitations: In order to access your newsroom dashboard you need to have your own personal credentials. Contact us in case you are not able to retrieve your confirmation or password reset emails

  • Time frame for fixing bug: Usually as soon as our team is notified of the problem

Do you still have more questions regarding system bugs? Reach us via email or through our live chat box:

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