Report A Bug

Bug reports go to support@emailelement.com. What gets one fixed quickly is the steps to reproduce it, what you expected, what happened instead, and the exact error, so this page is how to put that together.

Instructions

1. Acknowledge the issue and let the user know that bug reports are submitted via email to support@emailelement.com.
2. Ask the user to describe the problem clearly. If they have already described it, summarize what you understand and confirm.
3. Guide them to compose an email with the following structure:
   1. Subject line — Use the format: [Bug Report] <brief summary of the issue> (e.g., [Bug Report] Scheduled email fails to send when using SendGrid integration).
   2. Steps to reproduce — List the exact steps they took before the issue occurred, including which pages they navigated to and which buttons they clicked.
   3. Expected behavior — What they expected to happen.
   4. Actual behavior — What actually happened, including any error messages displayed.
   5. Browser and environment — Their browser name and version (e.g., Chrome 124), operating system, and whether they are using any browser extensions that might interfere.
   6. Screenshots or screen recordings — Attach screenshots of the error or unexpected behavior if possible. Highlight the relevant area.
   7. Account context — Include their account name, the affected Brand, Send Integration, or Campaign name if relevant.
4. Offer to help them draft the email body based on the information they have shared in the conversation.
5. Remind them that the support team typically responds within one business day.

Related pages

• Bug Report Guide — Send your bug report to support@emailelement.com using the template below