Submitting Support Tickets

This page covers what to do when encountering a bug or problem you cannot fix.

Ways to Submit Your CommCare Support Request

If you encounter a bug or problem you can't fix, this page will guide you in finding the help you need. First check to see if there is information on the Status Page, the Help Center or the Community Forum that can help you solve the problem.

If you are unable to find an answer on the help site and are on a paid plan, you have four other options when it come to reaching out for support:

1. Submitting an Issue via CommCare HQ

You can navigate to your project on CommCareHQ and use the "Report an Issue" option found by clicking the question mark in the top right corner of any page:


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2. Submitting an Issue via the Support Portal

You can also submit a bug report from our Support Portal:

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From our Support Portal, you are also able to search our public documentation directly:

 

3. Submitting Bugs via Email

If you do not have access to CommCareHQ, please e-mail support@dimagi.com.

4. Submitting Issues via Your Mobile App

From your CommCare application, log in and click on the dropdown menu at the top right of the screen and select “Advanced.” From there, choose “Report Problem.” Then submit a detailed report outlining what is going on, then click “Submit Report.”

Helpful information to provide when submitting a support ticket

Below you will find a guide for helpful information you can supply along with a description of your issue. This will help the Dimagi Support Team provide you with the highest quality support in the fastest time possible.

Short description

  • This will be the title of the bug report that gets sent to our Support team.

  • This should be meaningful (for example, "Form fails to submit", as opposed to "Bug in form").

Full Description

  • Please try to provide as much of the following information as possible here:

    1. Exact step-by-step instructions to reproduce the issue.

    2. Detailed description of the issue.

    3. What you expected to happen had you not encountered the error.

    4. Specify the application and build version number.

    5. If you are not reporting this issue immediately after experiencing it, please provide a date and time for when the issue occurred.

    6. Any links, urls, or additional information that would be needed to replicate or see the issue. This could include the name of or link to a mobile worker, report, fixture, location, etc.

    7. If you are receiving an error message, please provide the exact message you see.

Other Recipients (Optional)

  • If you have a service contract with Dimagi, please enter your Dimagi representative’s e-mail address in this field. In addition, add any other members of your project space or organization you would like aware of this issue.

  • If you do not have a service contract with Dimagi, add any members of your project space or organization you would like aware of the issue.

Upload File

  • If you are able to take a screenshot of the error you are seeing, please do so and attach it here.

  • If you are unable to provide a screenshot, please enter the exact error message you see in the Full Description field.

Short description

  • This will be the title of the bug report that gets sent to our Support team.

  • This should be meaningful (for example, "Form fails to submit", as opposed to "Bug in form").

Full Description

  • Please try to provide as much of the following information as possible here:

    1. Exact step-by-step instructions to reproduce the issue.

    2. Detailed description of the issue.

    3. What you expected to happen had you not encountered the error.

    4. Specify the application and build version number.

    5. If you are not reporting this issue immediately after experiencing it, please provide a date and time for when the issue occurred.

    6. Any links, urls, or additional information that would be needed to replicate or see the issue. This could include the name of or link to a mobile worker, report, fixture, location, etc.

    7. If you are receiving an error message, please provide the exact message you see.

Other Recipients (Optional)

  • If you have a service contract with Dimagi, please enter your Dimagi representative’s e-mail address in this field. In addition, add any other members of your project space or organization you would like aware of this issue.

  • If you do not have a service contract with Dimagi, add any members of your project space or organization you would like aware of the issue.

Upload File

  • If you are able to take a screenshot of the error you are seeing, please do so and attach it here.

  • If you are unable to provide a screenshot, please enter the exact error message you see in the Full Description field.