What to Include in Every Ticket
When reporting an issue, always include the following:
A screenshot or video of the issue. Show us exactly what you're seeing. A visual eliminates guesswork on our end.
Tip: 💡 Not sure how to record your screen? Try one of these free options: Loom (loom.com), Mac users can use Shift + Cmd + 5, Windows users can use Xbox Game Bar (Win + G) or Snipping Tool, and Chromebook users have a screen recorder built into the Screen Capture tool in the taskbar.
A screenshot or video of any error message. If an error message appears on screen, capture it before dismissing it. Error messages often contain codes or details that help us identify the root cause immediately.
The URL of the page where the issue is occurring. Copy the full URL from your browser's address bar and paste it into your ticket. This tells us exactly where in the platform the issue is happening.
The name(s) of any affected members. If the issue is tied to a specific member or group of members, include their names so we can pull up their records and trace the issue directly.
Best Practices
Be specific about what you expected vs. what happened. Instead of "it's not working," describe the action you took and what you expected to happen. For example: "I clicked Save on the member profile, but the page refreshed without saving the changes."
Include steps to reproduce. If you can recreate the issue, walk us through it step by step. This is one of the most helpful things you can provide.
Submit one issue per ticket. If you're experiencing multiple unrelated issues, open a separate ticket for each one. This keeps things organized and ensures nothing gets lost.
Note whether the issue is intermittent or consistent. Is it happening every time, or only occasionally? Does it happen for all users or just some?
Don't just forward a member complaint. If a member reported the issue to you, include what they told you — but also try to reproduce it yourself before submitting. Firsthand validation with steps, screenshots, and URLs significantly speeds up resolution.
Note whether the issue is affecting one person or many. If you can confirm the issue is widespread, say so — and if possible, list multiple affected member names or provide several examples. Knowing the scope changes how we investigate and how we prioritize. A single isolated case looks very different from an issue hitting many members.
Examples
❌ Not Helpful
"The member portal is broken. Please fix ASAP."
This gives us nothing to work with. No URL, no visual, no context on what "broken" means.
✅ What Good Looks Like
Subject: Tax Miscalculation on Initiation Fee
"There's an issue with the tax calculation on the Take Initiation Payment page when a membership is assigned to an application.
What's expected: Once a membership is assigned to an application, the initiation fee should remain fully editable, including the tax.
What's actually happening: Once a membership is assigned, the tax becomes preset/locked. If you then adjust the initiation total, the tax amount does not update correctly and becomes inaccurate.
Additional behavior observed: If no membership is assigned, the tax field displays the subscription tax % and remains adjustable. However, once a membership is assigned — even if it's subsequently unassigned — the tax on the initiation payment page stays locked.
I can reproduce it consistently. See the attached screen recording showing both scenarios (with and without membership assigned)."
✅ What Good Looks Like
Subject: Incorrect Data in Exports
"The Last Visit data field in exports is displaying an incorrect future date for certain members. This has been observed in both the Member Report and the Subscription Report exports.
What's expected: The Last Visit field should reflect the member's most recent actual check-in date.
What's actually happening: For affected members, the Last Visit field is populating with an incorrect future date. When cross-referencing the same member in their CRM profile or the Check-In Dashboard Report, their actual check-in history appears correctly — the issue is isolated to the export data.
I've attached a sample export showing the incorrect date alongside a screenshot of the member's CRM profile confirming their real check-in activity. The issue has been identified for multiple members across both report types."
✅ What Good Looks Like
Subject: Forgot Password Flow Not Delivering Emails
"When a member clicks 'Forgot Password' on the Member Portal login page, they receive no email. This is happening for all members, not just one. Multiple members have written including [Member Name] and [Member Name]. I tested with multiple staff accounts and can confirm none are receiving the password reset email.
URL: [Portal login page URL]
I've attached a screen recording showing the full flow — the confirmation message appears on screen, but no email is received."
What Happens After You Submit
Once your ticket is received, our Support team will review it and respond with next steps, a workaround if available, or follow-up questions if we need more detail. The more complete your ticket, the faster we can move.
Questions about submitting a ticket? Reach out to our Support team directly at [email protected].