Report a bug
How to report something that is broken so it can be reproduced: what to check first, what to include for each part of UOVA, and how the contact form works.
For the complete documentation index, see llms.txt. This page is also available as Markdown.
#Check these first
- Troubleshooting lists the symptoms with known causes and fixes.
- Limits and things to know and Limits, sign-in and what a generation makes list what the product does not do.
- A failed image or site generation is refunded automatically, and a video that has not finished in 30 minutes is marked failed and refunded once, so you do not need to report a refund separately. If a refund did not arrive, say so.
- Request a feature lists gaps that are already known. Those are not bugs.
#What to include
A report that can be reproduced is the quickest to act on. Put these in the message:
- What you were doing, as numbered steps, starting from where you were in UOVA.
- What you expected and what happened instead. Quote any error message exactly as shown.
- Where it happened: the page address, and the site address or project name if it is a site problem.
- The date and time, with your time zone.
- Your browser and device, and whether it happens on a second browser.
- For a generation: the model, the prompt and the credit amount shown.
#What to add for each part of UOVA
| Where it broke | Add this |
|---|---|
| Generating a site | Your prompt, whether you were signed in, how many photos you attached, and the message shown, for example "Generation hit a snag on our side — nothing was built. Your credits were refunded." |
| Editor or publish | The site address or project name, the page you were on, and the exact message, for example the one that starts "This site was changed in another tab or device." |
| Domains | The domain name, the status label on the Domains page (such as Needs DNS or DNS error), and the DNS records you set at your registrar. |
| Studio | The model, Count, ratio and credit price on Generate, whether it was an image or a video, and the reason the card shows. |
| Sign-in | Whether you use Google or email, and the message shown. Never include a password or a code. |
| Billing | The plan, the date of the charge, and the invoice or order number from Billing & credits. Do not send card numbers. |
#Send it
Step 1: Open the support form
Go to Help & Support and find the contact form, titled Send a message. Its Ask button on any help page opens the same form with the subject "Question about: <page title>" filled in.
Step 2: Fill in the fields
Email and Message are required. Name and Subject are optional, but start the subject with "Bug:" and a few words. Use an email address you read, because replies go to it.
Step 3: Write the message
The message can be up to 5,000 characters, the subject up to 200. The form takes text only, so put a link to a screenshot in the text if you have one.
Step 4: Select Send message
The form shows "Message sent" only after the message has really been sent. If something is wrong it says "Please add your email and a message.", "Please enter a valid email." or "Couldn't send your message. Please try again." No ticket number or confirmation email follows. See Emails from UOVA.
What to expect after you send is on Help & Support. For a security problem, see Data, security and IP.
#Report a wrong or missing help page
At the foot of every help page, Was this helpful? has a Yes and a No button. No opens a short note with your email and what was wrong, and sends it to the same inbox with the subject "Help page feedback: <page title>" and the page address. Use it when a page does not match what you see in the product. Yes stores nothing.
The form accepts 5 requests a minute from one network address. Send one complete report instead of several short ones.
The dashboard Help page has a contact form that posts to the same place. See Dashboard tour.
No. The form sends text only. Paste a link to a screenshot in the message.
Replies come from hello@uova.com to the email address you entered. See Help & Support.