Report a Bug
How to report technical issues with BuildBetter and get help
Report a Bug
Reporting Options
BuildBetter offers multiple ways to report issues:
- In-app reporting: Use the “Report an Issue” button in the application footer
- Support portal: Submit detailed bug reports at support.buildbetter.ai
- Email: Send bug reports to support@buildbetter.ai
- Live chat: Chat with support agents from within the application
- Account manager: Enterprise customers can report through their dedicated manager
For critical issues affecting business operations, enterprise customers can use the priority support hotline.
Effective bug reports should include:
- Clear description of what happened
- Steps to reproduce the issue
- Expected behavior vs. actual behavior
- Screenshots or screen recordings when possible
- Error messages received (exact text is helpful)
- Device and browser information
- Time and date when the issue occurred
- User account affected (if applicable)
- Recording or content affected (if applicable)
The more details you provide, the faster we can diagnose and fix the issue.
To submit diagnostic logs:
- Go to Settings > Support > Diagnostic Logs
- Click “Generate Diagnostic Report”
- Wait for the log collection to complete (usually 30-60 seconds)
- Click “Submit with Report” to attach to a new bug report
- Alternatively, click “Download” to save logs for manual submission
Logs contain technical information that helps our team identify the cause of issues. They don’t include sensitive meeting content, but may include metadata like meeting titles and participant names.
Yes. Once submitted, you can track your report:
- Support portal: View ticket status and updates in your support account
- Email: Receive automatic updates as your issue progresses
- In-app notifications: Get alerts when your issue is resolved
- Support dashboard: Enterprise customers have a dedicated issue tracking dashboard
Each report receives a unique tracking ID that you can reference in any follow-up communications.
Common Issues
Troubleshooting steps:
- Check calendar permissions: Ensure BuildBetter has access to your calendar
- Verify meeting links: Confirm meeting invites contain valid conferencing links
- Check recording rules: Ensure your rules don’t exclude this meeting type
- Platform authentication: Verify your meeting platform connection is working
- Network access: Check if corporate firewalls are blocking the assistant
If these steps don’t resolve the issue, please submit a bug report with details about the specific meeting.
To improve transcription quality:
- Check audio source: Ensure speakers are using clear audio equipment
- Reduce background noise: Minimize environmental sounds
- Speaker identification: Make sure speakers are properly identified
- Connection quality: Verify stable internet connections for all participants
- Update vocabulary: Add industry-specific terms to your custom vocabulary
If quality remains poor after these adjustments, submit a bug report with a sample recording.
Search troubleshooting:
- Indexing status: Check if content is fully processed and indexed
- Search terms: Try alternative keywords or phrases
- Filters: Ensure search filters aren’t excluding relevant content
- Access permissions: Verify you have access to the content you’re searching for
- Processing errors: Check for warnings on specific recordings
Include specific search examples in your bug report to help us replicate the issue.
Integration troubleshooting:
- Authentication: Verify the integration’s authentication is current
- Permissions: Check that necessary API permissions are granted
- Sync status: Review the integration’s synchronization status
- Error logs: Check for specific error messages in the integration logs
- Version compatibility: Ensure you’re using supported versions of both systems
Please include the specific integration name and any error messages in your bug report.
Bug Reporting Best Practices
Follow these best practices for effective bug reports:
- Be specific: Describe exactly what happened
- One issue per report: Submit separate reports for different issues
- Reproduce first: Try to make the issue happen again before reporting
- Include environment details: Your device, browser, and app version
- Explain impact: Describe how the bug affects your work
- Provide context: What were you trying to accomplish?
- Avoid assumptions: Report what happened, not what you think caused it
Well-documented bug reports help us resolve issues faster.
Yes! We appreciate reports of all issues, regardless of severity:
- Minor user interface inconsistencies
- Spelling or grammatical errors
- Performance slowdowns
- Occasional glitches
- Confusing messages or instructions
Small issues help us continuously improve the product experience and may prevent more serious problems later.
Our bug handling process includes:
- Initial review: Support team evaluates the report (typically within 1 business day)
- Prioritization: Issue is categorized by severity and impact
- Investigation: Technical team diagnoses the root cause
- Resolution plan: We determine the best fix approach
- Implementation: Developers fix the issue
- Verification: QA team validates the fix
- Deployment: Fix is released in an update
- Notification: You’re informed when the issue is resolved
Critical bugs affecting core functionality receive expedited handling.
Feature Requests vs. Bugs
Understanding the distinction:
Bugs are issues where something isn’t working as designed:
- Errors or crashes
- Incorrect functionality
- Missing functionality that’s advertised
- Performance problems
- Security vulnerabilities
Feature requests are suggestions for new capabilities:
- New functionality not currently offered
- Enhancements to existing features
- Integration with additional systems
- User interface improvements
- Workflow optimizations
Sometimes the line between bugs and feature requests is blurry. We’ll help categorize your submission appropriately.
To submit feature requests:
- Use the dedicated “Feature Request” form in the support portal
- Click the “Suggest a Feature” button in the application
- Email feature ideas to feedback@buildbetter.ai
- Discuss ideas with your account manager (enterprise customers)
Feature requests are tracked separately from bug reports but receive similar attention from our product team.
Security Vulnerabilities
For security issues, please follow our responsible disclosure process:
- Email security@buildbetter.ai with details of the vulnerability
- Mark the subject line with “Security Vulnerability Report”
- Do not disclose the issue publicly until we’ve had time to address it
- Include clear steps to reproduce the security issue
- If possible, suggest mitigation or remediation steps
Our security team will acknowledge receipt within 24 hours and provide regular updates on our investigation.
Yes, BuildBetter maintains a security bug bounty program:
- Rewards range from 100to10,000 based on severity
- All validated security reports receive recognition
- Our security page lists the Hall of Fame for contributors
- Program details are available at security.buildbetter.ai/bounty
We follow industry-standard CVSS scoring to evaluate vulnerability severity.
Report an Issue Now
Submit a detailed bug report to get help from our technical team
Was this page helpful?