How to report a bug to support
A clear bug report — with screenshots, URL, browser, expected vs. actual, and reproduction steps — gets fixed faster. Here's the template.
The faster you give us the details, the faster we ship a fix. This article walks through exactly what to include in a bug report so we can reproduce the issue on the first try.
The short version
- Email [email protected] from the account that hit the bug.
- Include: a screenshot, the URL where it happened, what you expected vs. what happened, and your browser + version.
- For active-show bugs, put [live show] in the subject line — we triage those first.
What to include in a great bug report
1. A clear subject line
Good: "Duplicate event button does nothing on the SPACECON event."
Less good: "It's broken." or "Can you help?"
A clear subject line lets us route the email to the right engineer faster.
2. A screenshot or short screen recording
A screenshot is worth a thousand words and a 10-second screen recording is worth a thousand screenshots. Capture:
- The full browser window, including the URL bar — that tells us which page
- Any error message that appeared (toast, banner, modal)
- The exact button or row you clicked when it happened
On Mac, Cmd + Shift + 4 for a region screenshot. On Windows, Win + Shift + S. For a screen recording on Mac, Cmd + Shift + 5. On Windows, the built-in Snipping Tool records video too.
3. The exact URL where it happened
Copy the URL from your browser's address bar and paste it into the email. The URL contains the event ID, session ID, or whatever else we need to find your data and reproduce.
4. Browser, browser version, and operating system
Easiest way: go to whatismybrowser.com and copy what it says. Example: "Chrome 124 on macOS Sonoma."
5. What you expected vs. what happened
State both:
- Expected: "Clicking Duplicate should create a new row identical to the original."
- Got: "Clicking Duplicate does nothing — no new row appears and there's no error."
6. Steps to reproduce
Numbered steps from a known starting point. Example:
Step 1
Open the SPACECON event
Step 2
Click into Day 1 session
Step 3
Right-click the WELCOME row
Step 4
Click Duplicate — nothing happens
The more reliable your reproduction steps, the faster we ship the fix.
Live-show emergencies
If you're producing a live show right now
Put [live show] in your email subject line. We jump on those first, regardless of business hours. Include the event name and how soon doors open. If the issue is preventing the show from running, also text the on-call number we provide to all paid customers in your welcome email.
How fast we respond
- Live-show emergencies: within minutes during show hours
- Bugs affecting your daily work: within one business day
- Feature requests and questions: within two business days
All responses come from a real human at Overture — no chatbots, no canned ticket auto-replies.
What happens after you send the report
-
Triage
We confirm the bug is real and assign a severity. You'll get an acknowledgment email within one business day.
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Reproduction
An engineer reproduces the bug in a development environment using your steps. If we can't reproduce, we'll ask follow-up questions — please respond from the same email thread so we keep context.
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Fix and ship
Critical bugs ship same-day or next-day. Non-critical bugs roll into the next regular release. You'll get an email when your specific bug is fixed.
Don't have a bug? Here's where to send other things.
- Feature request: Same address — [email protected] — subject line "Feature request: [your idea]." We read every one.
- Account issue (billing, password): Same address — we'll route internally.
- Security vulnerability: See Where to report a security issue for the responsible-disclosure flow.