Support
Report a Bug
How to report technical issues with BuildBetter and get help
Report a Bug
Reporting Options
How do I report a bug or technical issue?
How do I report a bug or technical issue?
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
What information should I include in a bug report?
What information should I include in a bug report?
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)
How do I submit logs with my bug report?
How do I submit logs with my bug report?
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
Can I track the status of my bug report?
Can I track the status of my bug report?
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
Common Issues
Meeting Assistant isn't joining my meetings
Meeting Assistant isn't joining my meetings
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
Transcription quality is poor
Transcription quality is poor
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
Search isn't finding relevant content
Search isn't finding relevant content
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
Integration with other systems isn't working
Integration with other systems isn't working
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
Bug Reporting Best Practices
How can I create a helpful bug report?
How can I create a helpful bug report?
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
Should I report minor issues?
Should I report minor issues?
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
What happens after I submit a bug report?
What happens after I submit a bug report?
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
Feature Requests vs. Bugs
What's the difference between a bug and a feature request?
What's the difference between a bug and a feature request?
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
- New functionality not currently offered
- Enhancements to existing features
- Integration with additional systems
- User interface improvements
- Workflow optimizations
How do I submit a feature request instead of a bug?
How do I submit a feature request instead of a bug?
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)
Security Vulnerabilities
How do I report a security vulnerability?
How do I report a security vulnerability?
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
Do you have a bug bounty program?
Do you have a bug bounty program?
Yes, BuildBetter maintains a security bug bounty program:
- Rewards range from 10,000 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
Report an Issue Now
Submit a detailed bug report to get help from our technical team