A useful app bug report explains what you did, what you expected and what actually happened. “The app does not work” is usually too broad for a technical team to reproduce.
The report need not be long. Gather a few concrete facts in one ticket while avoiding unnecessary personal information.
Record the essentials
- Phone model and operating system version
- Application name and version
- Time of the issue
- Action and visible error
- Expected result
- Whether it happens consistently
If the version is unknown, ask where to find it instead of guessing. Verify account-specific details only through the institution's secure support process.
Describe one workflow
For example: “I signed in, opened Orders and selected an order. A blank area appeared instead of the details.” This identifies the failed step more clearly than a general complaint.
- Name the starting screen.
- List the control selected.
- Identify the failing step.
- Quote the error text where possible.
- State whether the operation created a record.
If a payment or submission result is uncertain, do not repeatedly press the button. Check the transaction or record first to avoid duplicate actions.
Protect information in screenshots
Do not share passwords, verification codes, payment details or unrelated people's records. Show only the necessary error and screen area. For video, consider notifications and other application content as well.
If logs are needed, support should explain the specific file and secure destination. Providing an account password is not a normal requirement for a bug report.
Separate a workaround from a fix
Reopening an app may hide the symptom without addressing its cause. Record what was tried. If the issue returns, reference the earlier ticket rather than fragmenting the history.
After a fix, repeat the original steps and confirm the expected result. Reaching the home screen alone does not verify the failed workflow.
Common questions
Should I send my password?
No. Keep passwords and verification codes private.
Should reinstalling be the first step?
Not always. It may affect local data or pending work. Follow the product's official support guidance.
Discuss your application support process through the BE Soft English website.
