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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.

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Before reporting

1

Search existing issues

Check if your issue is already known:
  1. Review troubleshooting guides
  2. Check changelog for recent fixes
  3. Visit status page for service disruptions
  4. Search FAQ for common questions
Many issues are already documented with solutions. Checking first saves time and helps you resolve problems immediately.
2

Try basic troubleshooting

Attempt these quick fixes:
  • Refresh the page: Press F5 or Cmd+R
  • Clear browser cache: See compatibility guide
  • Try incognito mode: Tests without extensions
  • Different browser: Rules out browser-specific issues
  • Different device: Isolates device-specific problems
  • Check internet: Ensure stable connection
About 40% of reported issues are resolved by clearing browser cache or using a different browser.
3

Gather information

Before reporting, collect these details:
  • 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
  • Subscription plan: Free, Pro, Team, Enterprise
  • Account type: Personal or organization
  • Recent changes: New integrations, settings changes
  • Usage patterns: Frequency, typical use cases
  • 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
  • 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

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How to report bugs

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Email support

Primary method for bug reports and assistance:

Contact Support

Email: [email protected] - Response within 24 hours (usually much faster)
What to include in your email:
Subject line template
[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: 
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
Never include passwords, API keys, or sensitive personal information in bug reports. If needed, we’ll securely request this information.

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Community channels

For discussions, questions, and community support:

Discord Community

Join discussions and get community help

GitHub

Public repositories and known issues

Reddit

Community discussions and tips

X (Twitter)

Updates and announcements
For urgent or account-specific issues, email support is preferred. Community channels are great for general questions and discussions.

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Bug severity levels

Understanding severity helps prioritize issues:
Definition: Cannot use ZeroTwo or core functionality completely brokenExamples:
  • Cannot log in to account
  • All AI responses failing
  • Data loss or corruption
  • Security vulnerabilities
  • Payment processing failures
Response time: Within hours, often immediatePriority: Highest - addressed immediately

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Effective bug reporting tips

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Provide reproduction steps

It doesn't work when I try to use it.

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Include screenshots and recordings

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)
Use annotation tools to circle or highlight the specific problem area in screenshots.

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Be specific and detailed

The AI isn't working right.

This is so frustrating! Your product is broken and wasting my time!
Factual, detailed reports help engineers diagnose and fix issues faster. Emotional language, while understandable, doesn’t provide actionable information.

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Test in isolation

Before reporting, verify the issue persists:
1

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)
2

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.

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After reporting

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What to expect

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
You’ll receive confirmation that your report was received and is being investigated.
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
When issue is fixed:
  • Email notification
  • Changelog entry (for significant issues)
  • Request to verify fix
  • Option to reopen if issue persists
After receiving fix notification, test the scenario and confirm the issue is resolved. Reply to let us know if there are any remaining problems.

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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

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Feature requests

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How to suggest features

Use the same email address with different subject line: 
Subject: [FEATURE] Brief description

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

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Feature evaluation process

1

Submission and acknowledgment

Your feature request is logged and acknowledged.
2

Team review

Product team evaluates:
  • Alignment with product vision
  • User demand and impact
  • Technical feasibility
  • Resource requirements
  • Priority vs other requests
3

Roadmap consideration

If approved:
  • Added to product roadmap
  • Timeline estimated
  • Updates provided
If not approved:
  • Explanation provided
  • Alternative suggestions offered
4

Development and release

When implemented:
  • Announcement in changelog
  • Documentation created
  • User notification (if requested)
Feature requests are evaluated based on user demand, technical feasibility, and strategic alignment. Not all requests can be implemented, but all are carefully considered.

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Privacy and security issues

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Reporting security vulnerabilities

If you discover a security vulnerability, do NOT post publicly. Email [email protected] with subject line [SECURITY] and details.
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 for more details.

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Privacy concerns

For data privacy questions or issues:
  • Email: [email protected]
  • Subject: [PRIVACY] [Brief description]
  • Include specific concerns
We take privacy seriously and respond promptly to all privacy-related inquiries.

Model timeouts

Fix timeout and connection issues

Upload errors

Resolve file upload problems

Compatibility

Browser and device compatibility

Status page

Check current system status