A good bug report gets us to a fix in one round trip. Here's how.
Where to file
- App caught the error → click "Report this bug" in the error dialog. Pre-fills category, URL, and last 5 actions.
- You noticed something wrong → /help/contact with category = BUG.
- Data is at risk (you can't sign in, a paid post won't publish and the campaign is live, refund pending): set priority = Urgent so it pages us within an hour.
What to include
- What you were doing — one sentence: "I was trying to publish a carousel to Instagram Business."
- What you expected — "It should go out immediately."
- What actually happened — "It failed with 'target not connected' even though the connection shows green."
- Steps to reproduce — numbered, from a fresh page load if possible. This unlocks the "Steps to reproduce" textarea on the form (BUG category only).
- Attachments — screenshot of the error, HAR file if the browser has one, screen recording if the bug only shows up mid-interaction. Up to 5 files, 25 MB each, 100 MB per ticket. Attachments do not count against storage quota.
After you file
- You'll get a ticket number (KUHU-####) and an expected first-response time on the success screen and in email.
- Track at /help/tickets — live SLA countdown, thread view, reply-with-attachment.
- We'll email you the moment we reply. Reply from the thread or email; either lands on the same conversation.
What we do with the info
Bug tickets feed the error tracker. Similar reports get grouped, and once a fix ships we email everyone on the thread. Screenshots + repro steps are triage gold — thanks for taking the time.