Here is what happens once you have reported a problem (see How to report a bug).
1. We check the problem
The team member handling your conversation tries to reproduce the problem on your account. If we can't reproduce it, we will ask you for more details, such as the exact steps, a screenshot or a video.
2. We confirm whether it's a bug
If it's expected behaviour, we explain why the platform works this way and how to get the result you want.
If it looks like a bug, we escalate it to our Customer Quality Assurance (CQA) team. They analyse it in detail and, once it's confirmed, create a ticket for our technical team.
Frequently asked questions
Can I get an update?
Yes. Reply in your original conversation and we'll check the status of the ticket for you.
I reported several problems in one message.
We may split them into separate conversations so each one can be followed and closed on its own.
Is there a workaround in the meantime?
When one exists, we share it with you while the fix is in progress.