To get the fastest and most accurate help from our support team, it’s important to include the right details when you reach out. Whether you're reporting a bug or asking for help using one of our products, the more context you provide, the better we can assist you.
Here’s what to include when contacting support.
Quick Summary: What to Include in Your Request
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Which product you're using
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A direct URL where the issue can be seen
- How is this impacting you?
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A clear description of what’s happening
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Steps to reproduce the issue, with the result and what you expected instead
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Device and browser info (including version)
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Any screenshots, video, or console errors
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Any troubleshooting steps you've already tried
Details on each below.
Pro Tip: Issues are often resolved by clearing your browser cache! Make sure you have tried that before diving into the details below!
Which Product Are You Using?
We offer five different products today. Please tell us which one you’re referring to:
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Interactive Map
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360º Tour
- Localist Events
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Room Reservations
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FlippedApp
Provide a Direct URL
Always include the exact link where the issue occurs. This helps us see the same thing you do.
How Is This Impacting You?
Knowing how the issue affects you helps us prioritize and respond more effectively. Please include which of the following best describes your situation:
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I can't work / completely blocked
The issue is preventing us from doing what we need — we can’t move forward until it’s fixed. -
Key functionality isn’t working
We can keep working, but a critical feature or workflow is broken or unavailable. -
It’s slowing us down
We can work, but it’s inconvenient or inefficient — it’s adding time or confusion. -
It’s annoying but we’re fine
This is a small issue — more of an annoyance or cosmetic thing. -
Just a question / unsure if it’s a problem
I’m not reporting a bug — just looking for guidance, clarification, or support.
Please feel free to elaborate on any specific deadlines, upcoming events, or team impacts this issue is creating.
Describe the Problem Clearly
Include a brief, clear description of what’s wrong. Avoid general statements like “it’s broken” — instead, describe what’s happening in specific terms.
Example:
Bad – "Map isn’t working"
Better – "Search bar on the Interactive Map returns no results for building names."
Steps to Reproduce the Issue
If you're reporting a bug or something unexpected, it’s incredibly helpful to give us a detailed, step-by-step guide to follow. Think of it as showing us how to walk in your shoes.
For each step, tell us:
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Where to go
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What to click or do
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What happens next (the result)
- What you expect to happen instead
Don’t assume we know what should be on the screen — include the details.
Example Format:
Click on the Search icon in the upper-right corner
Type "Science Building" and press Enter
Result: The map does not zoom or pan to the location; no results appear in the sidebar
Expected: I expected the map to zoom to the "Science Building" and show its listing in the sidebar with a pin on the map
Be sure to:
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Include any filters, tabs, or fields you interact with
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Mention if something is missing, broken, slow, or visually incorrect
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Let us know if the issue only happens sometimes or under specific conditions
- Tell us what you thought would happen. This helps us understand if it’s a bug, confusion about how the product works, or something else.
Tell Us About Your Environment
This helps us recreate your experience.
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Device: Desktop or mobile? Mac or PC? iPhone or Android?
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Browser(s): Chrome, Firefox, Safari, Edge? Did you try multiple? Include the version.
You can use tools like https://www.whatismybrowser.com/ to find this information quickly with easy share options.
Visual Proof (Screenshots or Video)
A picture is worth a thousand words, especially when it comes to bugs or layout issues.
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If possible, attach a screenshot or screen recording.
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Console error messages (if visible — you can right-click on the page, click “Inspect,” then check the “Console” tab for errors)
What Have You Tried?
Let us know if you’ve done any of the following:
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Cleared cache
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Tried a different browser or device
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Restarted your session
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Logged out and back in
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Reproduced the issue in incognito/private mode
Final Note
We understand that technical issues can be frustrating, and we’re here to help you resolve them as quickly as possible. The more detail you can share up front, the faster we can pinpoint the issue and get things working the way they should. Even if you're not sure about some of the information, send what you can — we're always happy to work with you to fill in the gaps and find a solution.
Thank you for partnering with us to improve your experience. We appreciate it!