If you encounter any issue that resembles a bug, you can easily report it within Lookout. A bug happens when the platform doesn’t work as expected—whether it's missing a feature, doing something it shouldn’t, behaving strangely, redirecting to an error page, or being hard to use.
Here's how you can submit a bug report to help us address the issue.
Collect details
Record the bug
To accurately identify the issue, it is helpful to witness it firsthand. We suggest providing a brief video that showcases both the error and the steps you took leading up to it. If you are unable to provide a video, please include the following:
A description of what happened. For example: whenever I create a new membership, I get an error it can't be created.
Step-by-step instructions on how we can reproduce the issue. Tell us what you did before the problem occurred or if you can make it happen again.
A link or screenshot of the error message, issue, or unexpected outcome.
Confirm your setup
The Lookout team may ask you additional questions about your setup to pinpoint where the issue may occur. Including this information in your message will help expedite the process.
Do you have the required permissions to access the feature?
Do you have a stable internet connection?
Are you experiencing this in Lookout in the browser or the Lookout mobile app?
Does the problem persist after restarting your computer?
Does the problem persist across different internet connections? Or on different browsers?
Is anyone else on your Team experiencing this issue?
Often, basic troubleshooting steps can resolve issues. Here's what you can try:
For the Care app:
Log in and out of the app.
Reinstall the app.
Log in using a mobile browser: https://app.thelookoutway.com/login
For the Admin app:
Log in and out of the app
Clear your browser cookies/cache.
Try a different browser or use Incognito mode (Google Chrome)
Share your file
If this issue happens with a specific file, such as a verification document, report or ticket attachment, the Lookout team may need access to the file to troubleshoot further.
You'll be able to attach a file to your Lookout bug report.
Submit bug
Click the chat bubble in the bottom-right corner of the screen and select Messages > Ask a question.
Please make sure to add any steps the Lookout team can follow to reproduce the bug in their testing.
Click on the Attachments icon to select and upload screenshots or videos of what you're experiencing.
