Using the hub
Report an issue
Tell us about something that is broken, ask for something to work differently, or ask for something new — from inside the Hub. Click your avatar at the bottom of the left menu and choose Report an issue.
Report an issue is available to the owners and admins of the account you have selected. If you are a member or a publisher, ask one of them to report it for you.
Send a report
- Go to the page where the problem is, then click your avatar and choose Report an issue.
- Choose Report a bug, Request a change or Request a feature.
- Check Which part of the system? It is picked for you from the page you came from; change it if the report is about somewhere else. Choose Other / Not sure if nothing fits.
- Give it a Name of issue: a short title, the way you would say it to a colleague.
- Describe the issue: what happened, what you expected, and the steps to make it happen again. Use the toolbar for bold, lists, links and code.
- Add screenshots by pasting them straight into the description, dropping them onto it, or clicking + Screenshot.
- Choose How much is this affecting you?
- Tick May we update you on email when the status changes? if you want to hear back by email.
- Click Submit issue.
You get an issue number, such as SR-1042. Click Follow it in Reported issues to see where it stands at any time. Reported issues
Limits
| Description | Up to 2,000 characters of text. Screenshots do not count towards this. |
|---|---|
| Screenshots | Up to 5, each up to 5 MB, as PNG, JPEG, GIF or WebP. Large images are resized, and photo details such as the location a phone recorded are removed before they are uploaded. |
| How much it affects you | Low — a minor annoyance; there's a way around it. Medium — something doesn't work as expected, but you can keep working. High — it's blocking important work. Critical — you can't work at all, or money or data is wrong. |
What is sent with your report
Under the buttons, Sent with your report shows everything that goes with it, so our support team can understand and reproduce the problem without having to ask you. Click Show details to see all of it:
- your name, email, account and role;
- the page you came from, and the date and time;
- your IP address, and an approximate location taken from your browser's timezone;
- your browser, operating system, screen and window size, language and connection;
- any errors the Hub noticed on that browser tab before you reported, such as a request that failed.
Passwords, what you typed on other pages, and anything on your clipboard other than what you paste into the report are never collected.
What happens next
Our support team reviews every report and decides what to work on first. You can see where it stands in Account → Reported issues. If you ticked the email box, we also email you when the problem is fixed and live, or, if we close it for another reason, why. If you did not tick it, we do not email you about it.
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