Report a problem
How to file a bug, what to include, and what happens next.
In the app, go to Profile → Support → Report a problem. Every report gets a reference like RB-K7M2QP. Quote it in any follow-up and support can pull up the exact case.
What to include
- What you were doing, step by step.
- What you expected to happen.
- What happened instead, including any on-screen message.
- The reference code if the app showed you one when it failed.
Attaching diagnostics
The form offers to attach diagnostics, and we recommend leaving it on. It sends recent app activity and details about your device — which build you are on, whether you were online, how much memory was available. Most bugs are only reproducible with that context.
Diagnostics are redacted on your device before anything is sent. Passwords, tokens, card numbers, government IDs, email addresses and phone numbers are stripped out. You can review exactly what would be sent under Profile → Diagnostics.
Ticket lifecycle
| Status | Meaning |
|---|---|
| Open | Received, not yet picked up. |
| In progress | Someone is working on it. |
| Waiting on you | We asked a question and need your reply. |
| Resolved | We believe it is fixed. Reply if it is not. |
| Closed | Finished. Replying is not possible — file a new report. |
Track everything under Profile → My reports. Tap a ticket to read the conversation, reply, or close it yourself. Replying to a resolved ticket automatically reopens it, so you never have to argue with a status.
Resolved tickets close automatically after 7 days of silence. Nothing is lost — the thread stays readable.