How to report a technical issue 🧑💻
If you notice a technical issue in the app, the website, or any feature, this article explains how to report it properly so we can review and fix it as quickly as possible.
The more detail you include in your report, the easier it will be to reproduce the problem and find a solution.
1. What information to include
Before reaching out to your Account Manager, gather the following:
Description of the issue: Explain what you were doing when it happened and what is not working as expected.
Steps to reproduce it: What do you need to do exactly for the error to appear again?
How often it happens: Does it happen every time or only occasionally?
Device and browser: For example, iPhone 14 with Safari, or Windows 11 with Chrome.
Approximate date and time: Especially useful if the issue was a one-off.
City and tour name affected: If the issue is related to a specific tour or experience.
2. Attach screenshots or a video
A screenshot or short screen recording is the fastest way to understand the problem. If you can, include:
Screenshots showing the error (error message, blank screen, unresponsive button, etc.)
A short screen recording while you reproduce the issue step by step.
If the error displays a specific code or message, make sure it is clearly readable in the screenshot.
3. How to send the report
Send an email to your Account Manager with all the information above and your screenshots or video as attachments.
We recommend using this format for the email subject line:
All the information from step 1 (description, steps to reproduce, device, date, affected tour).
Your screenshots or video are attached as files.
Any other detail you think might be relevant.
Not sure how to take a screenshot or record your screen?
On iPhone/iPad: side button + volume up at the same time.
On Android: power button + volume down at the same time.
On Windows: Windows key + Shift + S to capture a selected area.
On Mac: Command + Shift + 4 to capture a selected area.
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