If you’re seeing an error message or unexpected behavior, this article walks through how to report it usefully so we can fix it fast.
Step 1: Try the basics first
About 70% of reported errors fix themselves with one of these:
- Refresh the page (Cmd/Ctrl + R)
- Hard refresh (Cmd + Shift + R, or Ctrl + F5)
- Log out and log back in
- Try in an incognito / private window
- Try a different browser
If any of these resolve it, it was likely a stale session or cached file. No further action needed.
Step 2: Capture the details
If the error persists, gather:
- Screenshot — entire screen, including the URL bar and any error message
- Steps to reproduce — what did you click / type before the error appeared?
- Browser + OS — Chrome 121 on macOS Sonoma, etc.
- Time and timezone — helps us check server logs
- Account email — so we can find your account
Step 3: Send the report
Two options:
- Email:
support@thesmilechannel.com— best for detailed issues - Quick chat: from the dashboard, click the “?” help bubble in the corner — useful for short reports
Include all the captured details. The more context, the faster the fix.
“On thesmilechannel.com/guest-dashboard/?tab=earnings the QR code modal won’t open when I click the QR button. Steps: log in, click Earnings, click QR button — nothing happens. Tried in Chrome, Safari, and incognito. macOS 14.2, Chrome 121.0.6167. Screenshot attached.”
What NOT to send
- Just “it’s broken” with no detail — we can’t fix what we can’t reproduce
- Long emotional descriptions — we get it, errors are frustrating, but the technical details help most
- Multiple unrelated bugs in one email — file separate reports for separate issues
What to expect
Most reports get acknowledged within 24 hours and triaged within 48. Critical issues (login broken, payment broken) get escalated immediately. Minor issues (cosmetic, edge cases) may queue for the next release cycle.