> ## Documentation Index
> Fetch the complete documentation index at: https://reedai-07fa30f1.mintlify.site/llms.txt
> Use this file to discover all available pages before exploring further.

# Report a Bug or Issue

> Learn how to effectively report bugs, submit feedback, and get help with ZeroTwo issues

When you encounter a problem that isn't resolved by troubleshooting guides, reporting it helps improve ZeroTwo for everyone. Learn how to submit effective bug reports and get timely assistance.

## Before reporting

<Steps>
  <Step title="Search existing issues">
    Check if your issue is already known:

    1. Review [troubleshooting guides](/troubleshooting/model-timeouts)
    2. Check [changelog](https://docs.zerotwo.ai/changelog/index) for recent fixes
    3. Visit [status page](https://status.zerotwo.ai) for service disruptions
    4. Search [FAQ](/getting-started/beginner-faq) for common questions

    <Info>
      Many issues are already documented with solutions. Checking first saves time and helps you resolve problems immediately.
    </Info>
  </Step>

  <Step title="Try basic troubleshooting">
    Attempt these quick fixes:

    * **Refresh the page**: Press F5 or Cmd+R
    * **Clear browser cache**: See [compatibility guide](/troubleshooting/compatibility)
    * **Try incognito mode**: Tests without extensions
    * **Different browser**: Rules out browser-specific issues
    * **Different device**: Isolates device-specific problems
    * **Check internet**: Ensure stable connection

    <Tip>
      About 40% of reported issues are resolved by clearing browser cache or using a different browser.
    </Tip>
  </Step>

  <Step title="Gather information">
    Before reporting, collect these details:

    <AccordionGroup>
      <Accordion title="System information">
        * **Operating system**: Windows 11, macOS Sonoma, Ubuntu 22.04, etc.
        * **Browser**: Chrome 120, Firefox 121, Safari 17, etc.
        * **Device type**: Desktop, laptop, mobile, tablet
        * **Screen resolution**: If layout issues
      </Accordion>

      <Accordion title="Account information">
        * **Subscription plan**: Free, Pro, Team, Enterprise
        * **Account type**: Personal or organization
        * **Recent changes**: New integrations, settings changes
        * **Usage patterns**: Frequency, typical use cases
      </Accordion>

      <Accordion title="Issue details">
        * **When it started**: Exact date/time if known
        * **Frequency**: Always, sometimes, once
        * **Actions taken**: What you were doing when it occurred
        * **Error messages**: Exact text or screenshots
        * **Expected behavior**: What should have happened
        * **Actual behavior**: What actually happened
      </Accordion>

      <Accordion title="Technical details">
        * **Console errors**: From browser developer tools
        * **Network tab**: If connection issues
        * **Screenshots**: Visual problems
        * **Screen recording**: For complex interaction issues
        * **Reproduction steps**: How to trigger the bug
      </Accordion>
    </AccordionGroup>
  </Step>
</Steps>

## How to report bugs

### Email support

Primary method for bug reports and assistance:

<Card title="Contact Support" icon="envelope" href="mailto:reed@zerotwo.ai">
  Email: [reed@zerotwo.ai](mailto:reed@zerotwo.ai) - Response within 24 hours (usually much faster)
</Card>

**What to include in your email:**

```text Subject line template theme={null}
[BUG] Brief description - Browser/Platform

Example subjects:
[BUG] File upload fails at 100% - Chrome/Windows
[BUG] Assistant not responding - Safari/iOS
[BUG] Memory not saving preferences - Firefox/Linux
```

**Email body template:**

```text theme={null}
Subject: [BUG] [Brief issue description] - [Browser/OS]

**Summary:**
One-sentence description of the issue.

**Environment:**
- Operating System: [Windows 11 / macOS 14.2 / Ubuntu 22.04 / iOS 17]
- Browser: [Chrome 120 / Firefox 121 / Safari 17 / Edge 120]
- Device: [Desktop / Laptop / Mobile / Tablet]
- Account type: [Free / Pro / Team / Enterprise]

**Steps to Reproduce:**
1. Go to [specific page/feature]
2. Click on [button/element]
3. Enter [data/information]
4. Observe [problem]

**Expected Behavior:**
Describe what should happen normally.

**Actual Behavior:**
Describe what actually happens instead.

**Frequency:**
- [ ] Happens every time
- [ ] Happens sometimes (approximately X% of the time)
- [ ] Happened once

**Additional Context:**
- Started on: [Date/time if known]
- Error messages: [Copy exact text]
- Console errors: [Copy from browser console]
- Related to: [Any recent account changes, integrations, etc.]

**Attachments:**
- Screenshots showing the problem
- Screen recording if applicable
- Console logs
- Any relevant files

**Workaround:**
If you found any temporary solution, mention it here.

**Impact:**
How severely this affects your use of ZeroTwo:
- [ ] Blocking - Cannot use ZeroTwo at all
- [ ] Critical - Core functionality impaired  
- [ ] Moderate - Workaround available but inconvenient
- [ ] Minor - Small annoyance
```

<Warning>
  Never include passwords, API keys, or sensitive personal information in bug reports. If needed, we'll securely request this information.
</Warning>

### Community channels

For discussions, questions, and community support:

<CardGroup cols={2}>
  <Card title="Discord Community" icon="discord" href="https://discord.gg/SmQnnTBf">
    Join discussions and get community help
  </Card>

  <Card title="GitHub" icon="github" href="https://github.com/zerothahuman">
    Public repositories and known issues
  </Card>

  <Card title="Reddit" icon="reddit" href="https://www.reddit.com/r/ZeroTw0Ai/">
    Community discussions and tips
  </Card>

  <Card title="X (Twitter)" icon="x-twitter" href="https://x.com/ZeroTw0Ai">
    Updates and announcements
  </Card>
</CardGroup>

<Info>
  For urgent or account-specific issues, email support is preferred. Community channels are great for general questions and discussions.
</Info>

## Bug severity levels

Understanding severity helps prioritize issues:

<Tabs>
  <Tab title="🔴 Critical/Blocking">
    **Definition**: Cannot use ZeroTwo or core functionality completely broken

    **Examples:**

    * Cannot log in to account
    * All AI responses failing
    * Data loss or corruption
    * Security vulnerabilities
    * Payment processing failures

    **Response time:** Within hours, often immediate

    **Priority:** Highest - addressed immediately
  </Tab>

  <Tab title="🟠 High Priority">
    **Definition**: Major feature not working, significant impact on usage

    **Examples:**

    * Specific model always timing out
    * File uploads completely failing
    * Integration not connecting
    * Memory not working at all
    * Project access issues

    **Response time:** Within 24 hours

    **Priority:** High - scheduled for immediate investigation
  </Tab>

  <Tab title="🟡 Medium Priority">
    **Definition**: Feature works but with issues, workaround available

    **Examples:**

    * Occasional timeouts
    * Formatting issues
    * Minor UI glitches
    * Inconsistent behavior
    * Performance degradation

    **Response time:** Within 2-3 days

    **Priority:** Medium - scheduled for upcoming fix cycle
  </Tab>

  <Tab title="🟢 Low Priority">
    **Definition**: Cosmetic issues or minor inconveniences

    **Examples:**

    * Typos or text issues
    * Layout spacing problems
    * Color contrast minor issues
    * Tooltip text unclear
    * Minor accessibility issues

    **Response time:** Within 1 week

    **Priority:** Low - batched with other improvements
  </Tab>

  <Tab title="💡 Feature Request">
    **Definition**: Suggestion for new functionality or enhancement

    **Examples:**

    * New model support
    * Additional export formats
    * UI improvements
    * Integration requests
    * Workflow enhancements

    **Response time:** Acknowledged within 3-5 days

    **Priority:** Evaluated for roadmap inclusion
  </Tab>
</Tabs>

## Effective bug reporting tips

### Provide reproduction steps

<CodeGroup>
  ```text ❌ Poor reproduction steps theme={null}
  It doesn't work when I try to use it.
  ```

  ```text ✅ Good reproduction steps theme={null}
  1. Open a new conversation
  2. Upload a PDF file larger than 10MB
  3. Ask "Summarize this document"
  4. Upload progress reaches 100%
  5. Error appears: "Upload failed"
  6. File is not attached to conversation
  ```
</CodeGroup>

### Include screenshots and recordings

<Tabs>
  <Tab title="Screenshots">
    **When to use:**

    * UI layout issues
    * Error messages
    * Visual glitches
    * Missing elements

    **How to capture:**

    * **Windows**: Win+Shift+S or Snipping Tool
    * **macOS**: Cmd+Shift+4 (region) or Cmd+Shift+3 (full screen)
    * **Linux**: Print Screen or screenshot tool
    * **Mobile**: Power+Volume Down (varies by device)

    <Tip>
      Use annotation tools to circle or highlight the specific problem area in screenshots.
    </Tip>
  </Tab>

  <Tab title="Screen recordings">
    **When to use:**

    * Complex interaction issues
    * Timing-dependent bugs
    * Animation problems
    * Multi-step processes

    **Tools:**

    * **Windows**: Xbox Game Bar (Win+G) or OBS
    * **macOS**: QuickTime Player or Cmd+Shift+5
    * **Linux**: SimpleScreenRecorder or kazam
    * **Browser**: Loom, Screencastify extensions

    <Info>
      Keep recordings under 2 minutes focused on the specific issue. Trim unnecessary content.
    </Info>
  </Tab>

  <Tab title="Console logs">
    **How to capture:**

    1. Open browser developer tools (F12)
    2. Go to Console tab
    3. Reproduce the issue
    4. Right-click in console → Save as or screenshot
    5. Include timestamp if relevant

    **What to capture:**

    * Red error messages (most important)
    * Warning messages (yellow)
    * Network tab failures (404, 500, etc.)
    * Timestamp of when issue occurred

    ```javascript Example console error theme={null}
    Uncaught TypeError: Cannot read property 'response' of undefined
        at handleResponse (app.js:245)
        at Promise.then (app.js:189)
    ```
  </Tab>
</Tabs>

### Be specific and detailed

<AccordionGroup>
  <Accordion title="Vague vs. specific descriptions">
    <CodeGroup>
      ```text ❌ Vague theme={null}
      The AI isn't working right.
      ```

      ```text ✅ Specific theme={null}
      When using Claude 3.5 Sonnet, responses stop mid-sentence after approximately 2000 tokens. This happens in conversations longer than 30 messages. GPT-4 works fine in the same conversation.
      ```
    </CodeGroup>
  </Accordion>

  <Accordion title="Emotional vs. factual reporting">
    <CodeGroup>
      ```text ❌ Emotional theme={null}
      This is so frustrating! Your product is broken and wasting my time!
      ```

      ```text ✅ Factual theme={null}
      I've encountered this issue 5 times in the last 2 days, preventing me from completing my project. Here are the specific circumstances...
      ```
    </CodeGroup>

    <Info>
      Factual, detailed reports help engineers diagnose and fix issues faster. Emotional language, while understandable, doesn't provide actionable information.
    </Info>
  </Accordion>
</AccordionGroup>

### Test in isolation

Before reporting, verify the issue persists:

<Steps>
  <Step title="Eliminate variables">
    * **New conversation**: Test in fresh chat
    * **Different model**: Try another AI model
    * **Different device**: Test on another device
    * **Different network**: Try different internet connection
    * **Different account**: Test with different account (if applicable)
  </Step>

  <Step title="Document differences">
    If the issue doesn't occur in isolation, note:

    * What's different about problem scenario
    * Specific conditions that trigger it
    * Patterns you've noticed

    This helps identify root cause.
  </Step>
</Steps>

## After reporting

### What to expect

<Accordion title="Initial response">
  **Timeline**: Within 24 hours (usually much faster)

  **Contents:**

  * Acknowledgment of your report
  * Ticket number for tracking
  * Request for additional information (if needed)
  * Estimated timeline for resolution

  <Check>
    You'll receive confirmation that your report was received and is being investigated.
  </Check>
</Accordion>

<Accordion title="Investigation phase">
  **Timeline**: Varies by severity (hours to days)

  **Process:**

  1. Engineering team reproduces issue
  2. Root cause analysis
  3. Fix development
  4. Testing in staging environment
  5. Deployment to production

  **Communication:**

  * Updates on progress
  * Questions if clarification needed
  * Notification when fix is deployed
</Accordion>

<Accordion title="Resolution notification">
  When issue is fixed:

  * Email notification
  * Changelog entry (for significant issues)
  * Request to verify fix
  * Option to reopen if issue persists

  <Tip>
    After receiving fix notification, test the scenario and confirm the issue is resolved. Reply to let us know if there are any remaining problems.
  </Tip>
</Accordion>

### Follow-up communication

**If you need to provide more information:**

* Reply to original email thread
* Include ticket number if provided
* Reference previous correspondence

**If issue still occurs after fix:**

* Don't create new report
* Reply to existing thread
* Provide updated details
* Note any changes in behavior

## Feature requests

### How to suggest features

Use the same email address with different subject line:

```text theme={null}
Subject: [FEATURE] Brief description

Example:
[FEATURE] Export conversations to Notion
[FEATURE] Support for video input analysis
[FEATURE] Collaborative project annotations
```

**Feature request template:**

```text theme={null}
Subject: [FEATURE] [Brief description]

**Feature Name:**
Short, descriptive name for the feature

**Problem/Use Case:**
Describe the problem this feature would solve or the use case it addresses.

**Proposed Solution:**
Describe how you envision the feature working.

**Benefits:**
- Who would benefit from this feature?
- How would it improve the ZeroTwo experience?
- What value does it provide?

**Alternatives Considered:**
Any workarounds you currently use or alternative approaches.

**Priority:**
How important is this to your workflow?
- [ ] Critical - Would significantly improve my workflow
- [ ] Important - Would be very helpful
- [ ] Nice to have - Would use occasionally

**Additional Context:**
- Examples from other products
- Mockups or sketches (if applicable)
- Related features or integrations
```

### Feature evaluation process

<Steps>
  <Step title="Submission and acknowledgment">
    Your feature request is logged and acknowledged.
  </Step>

  <Step title="Team review">
    Product team evaluates:

    * Alignment with product vision
    * User demand and impact
    * Technical feasibility
    * Resource requirements
    * Priority vs other requests
  </Step>

  <Step title="Roadmap consideration">
    If approved:

    * Added to product roadmap
    * Timeline estimated
    * Updates provided

    If not approved:

    * Explanation provided
    * Alternative suggestions offered
  </Step>

  <Step title="Development and release">
    When implemented:

    * Announcement in changelog
    * Documentation created
    * User notification (if requested)
  </Step>
</Steps>

<Info>
  Feature requests are evaluated based on user demand, technical feasibility, and strategic alignment. Not all requests can be implemented, but all are carefully considered.
</Info>

## Privacy and security issues

### Reporting security vulnerabilities

<Warning>
  If you discover a security vulnerability, do NOT post publicly. Email [reed@zerotwo.ai](mailto:reed@zerotwo.ai) with subject line \[SECURITY] and details.
</Warning>

**Security report should include:**

* Type of vulnerability
* Affected components
* Steps to reproduce
* Potential impact
* Suggested mitigation (if any)

**Our commitment:**

* Acknowledge within 24 hours
* Investigate immediately
* Keep you updated on progress
* Credit in security advisory (if desired)

See [security policy](/privacy/data-and-compliance) for more details.

### Privacy concerns

For data privacy questions or issues:

* Email: [reed@zerotwo.ai](mailto:reed@zerotwo.ai)
* Subject: \[PRIVACY] \[Brief description]
* Include specific concerns

We take privacy seriously and respond promptly to all privacy-related inquiries.

## Related pages

<CardGroup cols={2}>
  <Card title="Model timeouts" icon="clock" href="/troubleshooting/model-timeouts">
    Fix timeout and connection issues
  </Card>

  <Card title="Upload errors" icon="cloud-arrow-up" href="/troubleshooting/upload-errors">
    Resolve file upload problems
  </Card>

  <Card title="Compatibility" icon="laptop" href="/troubleshooting/compatibility">
    Browser and device compatibility
  </Card>

  <Card title="Status page" icon="signal" href="https://status.zerotwo.ai">
    Check current system status
  </Card>
</CardGroup>