How to Report a Bug or Technical Issue

A complete bug report helps our Support team reproduce the problem and investigate it faster. Use this guide once basic troubleshooting has not fixed the issue.

Before you report

• You are in the correct Ignite Funnels account or location.
• The issue still happens after refreshing the page.
• Your internet connection is stable.
• You have tried a private window or another up-to-date browser.
• The problem is not caused by missing permissions.

Do not change important settings or keep retrying an action that could create duplicates. See Basic Troubleshooting to Try Before Contacting Support.

1. Describe the problem

Write one clear sentence about what you tried to do and what happened.

Good example: "When I click Send in Conversations, the message stays Pending and the customer does not receive it."

Avoid "it is not working", because it does not say which action or result.

2. Record the steps

1. Open the relevant section.
2. Select the item or record.
3. Do the action.
4. Note where the error appears.

Say whether it happens every time or only sometimes.

3. Capture the evidence

Take a screenshot or short screen recording showing the page, the action, the full error message and the time. Hide passwords, verification codes, payment details, customer information and unrelated account data first.

4. Add the details

• Your name and account email
• Account or location name
• The affected feature
• The exact error message
• Date and approximate time
• Device and browser
• What you expected, and what actually happened
• What you have already tried

Bug report checklist

• Affected feature: Conversations
• Summary: message stays Pending after clicking Send
• Steps: open thread, write reply, click Send
• Expected: message sends and the status updates
• Actual: message stays Pending
• Error message: copy it exactly
• Environment: device, operating system and browser
• Evidence: screenshot or short recording with sensitive details hidden

5. Send it to Support

Click the help button in the bottom right corner of your Ignite Funnels account and start a conversation with Support. Paste your report, say how urgent it is, and attach your evidence. Check it is clear and free of sensitive information before sending.

6. Keep track of it

Keep any reference number you receive and watch for replies. Do not send duplicate reports for the same issue; add new evidence to the existing conversation instead.

Choosing the right urgency

Do not mark an issue urgent just to get a faster reply. Treat it as urgent straight away if it involves suspected unauthorised access, exposed customer information, incorrect payment activity, a widespread outage or another security or privacy concern.

Frequently asked questions

Can I report a problem without a screenshot?

Yes. Give the exact error message and detailed steps to reproduce it.

Should I send another report if the problem continues?

No. Reply in the existing conversation with new evidence, unless Support asks for a new report.

What if several users are affected?

Say how many people are affected and whether it happens on different accounts, devices or browsers.

Related guides

• How to Contact Ignite Funnels Support
• How to Submit a Complete Support Request
• What to Do When You Cannot Access Your Account
• What Support Can and Cannot Resolve

Need help?

Click the help button in the bottom right corner of your Ignite Funnels account to search more guides or chat with our support team.