How to report bugs

See something off in Writer? Let us know by submitting a detailed bug report. The more info you can provide, the faster we can identify and fix any issues. Looking forward to getting it sorted!

What's in this article:

• Initial troubleshooting
• Info to collect
• Contact support

Initial troubleshooting

Good news! There are several things you can try "at home" ‌before reaching out. Here are some specific steps for our different solutions.

• Web app - Try replicating the behavior in an incognito/private browsing window. If you can't replicate in this mode, clear your browsing data.
• Desktop apps - Sign out and back in, remove and reinstall app.
• Browser extensions - Try replicating the behavior in an incognito/private browsing window. If you can't replicate in this mode, clear your browsing data.
• Figma plugin - Clear desktop app cache.

If you still see ‌buggy behavior, collect the following information and share it with our support team.

Info to collect

To assist as quickly as possible, please include as much of the below information as you can gather:

• Product area - Using our web app or one of our extensions? What feature are you using? What team space were you in at the time?
• Issue details - What are you trying to do in Writer, and what specific behavior are you seeing when you try to achieve that task? If the issue's related to outputs, share your inputs, outputs, and any uploaded files, so that we can test under identical conditions.
• Screenshot/recording of issue - If we need to escalate the issue to our team, having visual evidence will help lead to a quicker resolution. If you're unable to capture the problem, provide detailed steps to recreate the behavior.
• Other helpful context - Any info that doesn't quite fit into the above sections that's helpful to know (your teammates aren't seeing the same issue; you use a VPN; you've turned into a robot, etc.), let us know!

Contact support

Finally, let's talk about how to reach us. Send all of these details to support@writer.com, or use ‌the in-app chat button (shown below). During business hours, enterprise users can expect a first reply within two hours, and team users within 24 hours. Remember, send as much info as possible. Looking forward to hearing from you!