Where can I report a bug or issue with the Serenity app?

We're committed to providing a smooth, reliable experience with Serenity, but we know that bugs and technical issues can sometimes occur. Your bug reports help us identify and fix problems quickly, improving the app for everyone. This guide explains all the ways you can report issues and what information we need to help resolve them effectively.

Multiple Reporting Channels

In-App Feedback Feature

Direct from the App The most convenient way to report issues is through the Serenity app itself:

Automatic context - We can see your current app state and settings
Technical details - The app automatically includes device and app information
Screenshots - Easy to include visual evidence of the problem
Quick reporting - Report issues without leaving the app

How to Use In-App Feedback

Open the Serenity app on your device
Look for the feedback icon (usually a chat bubble or help icon)
Tap "Report Issue" or "Send Feedback"
Select issue type - Bug, feature request, or general feedback
Describe the problem in detail
Add screenshots if relevant (the app can capture them automatically)
Submit your report - We'll receive it immediately

What Gets Included Automatically

Device information - Operating system, app version, device model
App state - Current screen, user actions, error logs
Account information - Your user ID (for tracking the issue)
Timestamp - When the issue occurred
Network status - Internet connection information

Email Support

Detailed Bug Reports For complex issues or detailed bug reports:

Email address: support@serenity.coach
Subject line: Include "Bug Report" or "Technical Issue"
Comprehensive description - Space for detailed explanations
File attachments - Send screenshots, videos, or log files
Follow-up capability - Easy to continue the conversation

When to Use Email

Complex technical issues - Problems that need detailed investigation
Data loss issues - Problems affecting your goals or progress
Security concerns - Privacy or security-related issues
Multiple issues - When you have several problems to report
Escalation - If in-app reporting doesn't resolve the issue

Email Report Template

Subject: Bug Report - [Brief description of issue]

Device: [Your device type and operating system]
App Version: [Current Serenity app version]
Issue: [Detailed description of what's happening]
Steps to Reproduce: [Step-by-step instructions]
Expected Behavior: [What should happen]
Actual Behavior: [What actually happens]
Screenshots: [Attached if relevant]
Additional Notes: [Any other relevant information]

Website Bug Reporting Form

Dedicated Reporting Tool Our website includes a comprehensive bug reporting form:

Website: serenity.coach/report-bug
Guided process - Step-by-step form to ensure complete information
Category selection - Helps us route issues to the right team
Priority assessment - Helps us understand the impact
File uploads - Easy to attach screenshots and videos

Form Sections

Issue category - Technical, UI/UX, performance, security, etc.
Severity level - How much the issue affects your experience
Detailed description - Comprehensive explanation of the problem
Reproduction steps - How to recreate the issue
Environment details - Device, OS, browser, etc.
Attachments - Screenshots, videos, or log files

Community Forums

User-to-User Support Our community forums can also be a place to report issues:

Community discussion - Other users may have experienced similar issues
Workaround sharing - Users can share temporary solutions
Issue validation - Confirm if others are experiencing the same problem
Developer visibility - Our team monitors community discussions

Forum Guidelines

Search first - Check if the issue has already been reported
Clear titles - Use descriptive titles for your posts
Detailed descriptions - Provide comprehensive information
Follow-up - Update your post when the issue is resolved

What Information to Include

Essential Information

Issue Description

Clear problem statement - What exactly is happening?
When it occurs - Under what circumstances does the issue happen?
Frequency - How often does the issue occur?
Impact - How does this affect your ability to use Serenity?

Reproduction Steps

Step-by-step instructions - How to recreate the issue
Prerequisites - What needs to be set up first?
Expected vs. actual - What should happen vs. what happens
Variations - Does the issue happen in different scenarios?

Technical Details

Device Information

Device type - iPhone, Android phone, tablet, computer
Operating system - iOS version, Android version, Windows, Mac, etc.
App version - Current version of Serenity you're using
Browser information - If using web version, which browser and version

Environment Details

Network connection - WiFi, cellular, or ethernet
Location - Are you at home, work, or traveling?
Time of day - When does the issue typically occur?
Other apps - Are other apps running that might interfere?

Visual Evidence

Screenshots

Error messages - Capture any error dialogs or messages
Problematic screens - Show the screen where the issue occurs
Before/after - Show the state before and after the problem
Multiple angles - Different views of the same issue

Screen Recordings

Issue in action - Video showing the problem occurring
Reproduction steps - Video of you following the steps to recreate
User interactions - Show your taps, swipes, or clicks
Timing - Include timing information if relevant

Log Files

Error logs - Any error messages or crash reports
Console output - Technical logs if available
Network logs - Connection or API error logs
Performance data - If the issue affects app performance

Issue Categories

Technical Issues

App Crashes

Unexpected shutdowns - App closes without warning
Freezing - App becomes unresponsive
Performance problems - Slow loading or laggy interactions
Memory issues - App using too much memory or storage

Functionality Problems

Feature not working - Specific features not functioning
Data sync issues - Information not syncing between devices
Login problems - Authentication or account access issues
Navigation issues - Problems moving between screens

User Interface Issues

Visual Problems

Display issues - Text, images, or layout problems
Responsive design - Problems on different screen sizes
Accessibility - Issues with accessibility features
Theme problems - Dark/light mode or customization issues

Interaction Issues

Touch/click problems - Buttons or links not responding
Scrolling issues - Problems with scrolling or navigation
Input problems - Text entry or form submission issues
Gesture recognition - Problems with swipes or gestures

Data and Content Issues

Data Problems

Data loss - Missing goals, progress, or conversations
Data corruption - Incorrect or corrupted information
Sync conflicts - Conflicting data between devices
Import/export issues - Problems with data transfer

Content Issues

Text display - Problems with text rendering or formatting
Media problems - Issues with images, videos, or audio
Localization - Problems with language or regional settings
Content loading - Issues with loading or displaying content

How We Handle Bug Reports

Report Processing

Initial Review When we receive a bug report:

Acknowledgment - We confirm receipt of your report
Classification - We categorize the issue by type and severity
Duplicate check - We check if this issue has already been reported
Information gathering - We may ask for additional details
Investigation - Our team investigates the issue

Severity Assessment We assess each issue based on:

Impact - How many users are affected?
Frequency - How often does the issue occur?
Workaround - Is there a temporary solution available?
User experience - How much does it affect usability?

Resolution Process

Investigation Phase

Technical analysis - Our developers investigate the root cause
Reproduction - We try to recreate the issue in our environment
Testing - We test potential solutions
Documentation - We document the issue and solution

Fix Development

Solution design - We design a fix for the issue
Implementation - We implement the solution in our codebase
Testing - We thoroughly test the fix
Quality assurance - We ensure the fix doesn't introduce new problems

Deployment

Release planning - We plan when to release the fix
Deployment - We deploy the fix to our servers
Monitoring - We monitor for any issues after deployment
User notification - We notify users when the fix is available

Communication

Status Updates We keep you informed about your bug report:

Confirmation - We confirm we received your report
Investigation updates - We let you know when we're working on it
Resolution notification - We tell you when the issue is fixed
Follow-up - We may ask for feedback after the fix

Timeline Expectations

Critical issues - Resolved within 24-48 hours
High priority - Resolved within 1-2 weeks
Medium priority - Resolved within 2-4 weeks
Low priority - Resolved in future updates

Best Practices for Bug Reporting

Before Reporting

Troubleshooting Steps Try these steps before reporting:

Restart the app - Close and reopen the Serenity app
Check your internet - Ensure you have a stable connection
Update the app - Make sure you're using the latest version
Clear cache - Clear app cache if available
Check other apps - See if the issue affects other apps too

Information Gathering

Take screenshots - Capture visual evidence of the problem
Note the timing - When exactly did the issue occur?
Record steps - Write down exactly what you were doing
Check settings - Note any relevant app or device settings

Writing Effective Reports

Clear and Concise

Simple language - Use clear, simple language to describe the issue
Specific details - Include specific details about what happened
Avoid jargon - Don't assume we know technical terms
Focus on facts - Stick to what actually happened

Complete Information

All relevant details - Include everything that might be relevant
Reproduction steps - Provide clear steps to recreate the issue
Environment details - Include device and app information
Impact description - Explain how this affects your experience

Follow-up

Stay Engaged

Respond to questions - Answer any follow-up questions from our team
Test solutions - Try any solutions we suggest and report back
Provide feedback - Let us know if the issue is resolved
Update information - Provide additional details if the issue changes

Common Bug Report Mistakes

What to Avoid

Insufficient Information

Vague descriptions - "The app doesn't work" is too vague
Missing context - Not providing enough background information
No reproduction steps - We can't fix what we can't reproduce
Missing technical details - Device and app information is essential

Poor Communication

Emotional language - Stay calm and professional
Demands - Avoid demanding immediate fixes
Threats - Don't threaten to leave or leave negative reviews
Multiple reports - Don't submit the same issue multiple times

Incomplete Reports

Missing screenshots - Visual evidence is very helpful
No error messages - Include any error messages you see
Incomplete steps - Provide complete reproduction steps
Missing environment - Include device and app information

Conclusion

Your bug reports are essential to helping us improve Serenity and provide a better experience for all users. We take every report seriously and work diligently to resolve issues as quickly as possible.

Key Points to Remember:

Multiple channels - Choose the reporting method that works best for you
Complete information - Provide as much detail as possible
Visual evidence - Screenshots and videos are very helpful
Follow-up - Stay engaged throughout the resolution process

Our Commitment:

Quick response - We aim to respond to all reports quickly
Thorough investigation - We investigate every issue thoroughly
Timely resolution - We work to resolve issues as quickly as possible
User communication - We keep you informed throughout the process

If you encounter any issues with Serenity, please don't hesitate to report them. Your feedback helps us create a better experience for everyone, and we appreciate you taking the time to help us improve our platform.