How to report a problem or a bug

Report it from the page where it went wrong

1. Stay on the screen where the problem happened.
2. Click Report a problem at the bottom of the menu, just above Sign out.
3. Under What went wrong?, describe what you did and what you saw.
4. Click Send report.

You will see Thanks — we’ve got it. The window then closes on its own, and you are still on the same page.

There is no form with categories, no ticket number to track and no email to write.

What we attach for you

The report remembers the page you were on when you opened it. The page is shown under the text box, so you can check it.

It also attaches a short summary of your setup, so you do not have to explain it:

• your plan and billing status,
• how many Instagram accounts you have, and how many are connected and healthy,
• how many automations you have, and how many are on,
• which tools you connected, like Google Sheets or HubSpot, and when each last synced,
• which version of Replavia you were using.

It never includes your leads’ emails, phone numbers or usernames. It never includes passwords, login keys or the address of your sheet or CRM. Anything after a question mark in the page address is removed too.

How to write a useful report

Say what you clicked, what you expected and what happened instead. For example: “I clicked Sync now on Google Sheets and it said it worked, but the sheet is still empty.”

If the problem is an automation that did not reply, name the automation and the post. Also say roughly when the comment or message was sent.

Good to know

• It works on every plan, and even if your account is paused or restricted.
• You can send up to 5 reports an hour.
• A report needs at least 10 characters and can be up to 4,000.
• If Instagram disconnected your account, you may not need a report. See How to reconnect your Instagram account.
• You can still email info@replavia.com if you prefer.