# 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.

## Check these first

- [Troubleshooting](https://www.uova.com/help/faq/troubleshooting) lists the symptoms with known causes and fixes.
- [Limits and things to know](https://www.uova.com/help/studio/limits-and-known-issues) and [Limits, sign-in and what a generation makes](https://www.uova.com/help/build/limits-and-signing-in) 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](https://www.uova.com/help/faq/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:

1. What you were doing, as numbered steps, starting from where you were in UOVA.
2. What you expected and what happened instead. Quote any error message exactly as shown.
3. Where it happened: the page address, and the site address or project name if it is a site problem.
4. The date and time, with your time zone.
5. Your browser and device, and whether it happens on a second browser.
6. 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. |

> **Leave out secrets:** Never put a password, a card number or a sign-in code in a message.

## Send it

1. **Open the support form** Go to [Help & Support](https://www.uova.com/help/getting-started/help-and-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.
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.
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.
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](https://www.uova.com/help/faq/emails-from-uova).

What to expect after you send is on [Help & Support](https://www.uova.com/help/getting-started/help-and-support). For a security problem, see [Data, security and IP](https://www.uova.com/help/legal/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.

**Is there a limit on how often I can send?**

The form accepts 5 requests a minute from one network address. Send one complete report instead of several short ones.

**Can I report a bug from inside the dashboard?**

The dashboard Help page has a contact form that posts to the same place. See [Dashboard tour](https://www.uova.com/help/account/dashboard).

**Can I attach a screenshot or a file?**

No. The form sends text only. Paste a link to a screenshot in the message.

**Who replies?**

Replies come from hello@uova.com to the email address you entered. See [Help & Support](https://www.uova.com/help/getting-started/help-and-support).

Source: https://www.uova.com/help/faq/report-a-bug