Report a problem

If something in Bottle is not working, report it from the page you are on. The report goes straight to the Bottle team as a support ticket, with the page you were using. Their replies come back to you in Bottle and by email.

Report a problem

Open the ? help menu at the top right and choose Report a problem. The Bottle support panel opens at the side of the page. It stays open while you move between pages, so you can check something and come back to it.

On a computer, use Widen Bottle support beside the close button for more space, or drag the left edge to choose a width. You can also focus the edge and use the left and right arrow keys. Bottle remembers your preferred width on that browser. On a phone, the panel uses the full screen.

Under What happened?, say what you were doing and what went wrong. For example:

• “I pressed Send to Xero on three invoices and they failed.”
• “The round for Tuesday shows no stops, but there are 14 orders for that day.”
• “The price on this order is £0.00. It should be £48.00.”

Name the customer, order or invoice if it helps, but do not include passwords, API keys or card details.

For a longer report, choose Expand the box, the two arrows in the bottom right corner of the box. Bottle support moves to the middle of the screen and the box fills it. Choose Back to the panel, the same corner, or press Escape, and it slides back to the side. Nothing you wrote is lost.

Under How much is it holding you up?, choose one:

• Stopping work: you cannot carry on.
• Slowing me down: there is a way round it for now.
• Just a question: no rush. This is chosen to start with.

Choose Send to Bottle support. You see your ticket number, for example Ticket 1042, and an email confirms it with what you wrote. Choose See ticket to open it, or Report another problem to start again.

If Report a problem is not in your help menu, support tickets are not switched on for your business yet. Email support@getbottle.app instead.

Report it from Flame AI

If you tell Flame AI that something has gone wrong, its answer ends with Report this to the Bottle team: a draft ticket written from what you said. Check it, change the wording or how much it is holding you up, then choose Send to Bottle support. To attach a screenshot, recording or file, choose Add screenshots or files: it opens Report a problem with the draft filled in. Nothing is sent until you choose Send to Bottle support.

Add a screenshot, recording or file

The buttons under the message add up to 5 things to it, in any mix.

• Take screenshot takes a picture of your screen. Your browser asks which screen, window or tab to share. The panel moves out of the way while the picture is taken, then shows it so you can check it or take it off.
• Record screen records what you do, for up to 5 minutes. A small bar at the bottom of the page shows the time. Choose Stop and attach when you are done. Use it to show the steps that lead to the problem.
• Attach a file adds a file from your computer: a PDF, a picture (PNG, JPEG, GIF or WebP), a spreadsheet (.xlsx), a Word document (.docx), a CSV or a text file. Each file can be up to 10 MB.

Older Excel and Word files (.xls and .doc), files with macros, and zipped files cannot be attached. Save them as .xlsx, .docx or PDF first.

Screenshots and recordings need a browser on a computer. On a phone you can still attach a file.

Every screenshot, recording and file is checked for viruses before anyone can open it. While that happens it shows Checking for viruses. A file with a virus is removed, and the ticket says so.

Your tickets

Open the ? help menu and choose Your support tickets, or choose the Your tickets tab in the panel. Open tickets are listed, newest activity first, 20 at a time, with Previous and Next under them when there are more. Each shows its title, its status and when it last changed:

• We’ve got it: the Bottle team has your ticket.
• We’re on it: someone is working on it.
• Waiting for you: the Bottle team needs an answer from you.
• Fixed, check it works: try it again and tell them if it is still wrong.
• Closed: nothing more to do.

Above the list, choose which tickets to show: Open (anything not closed), Waiting for you, With Bottle support, Closed or All tickets. Closed tickets stay out of the way until you ask for them. To find a ticket, type a word from its title or any of its messages in Search tickets.

Choose a ticket to see every message on it, with the newest at the bottom.

A ticket’s title is written from your first message, so the list says what each one is about in a few words. You do not need to write a title yourself.

When the Bottle team replies

When there is a reply you have not read, a dot shows on the ? help icon, the help menu shows how many new replies there are, and a new reply from Bottle support tab shows at the right-hand edge of the page. Choose it to open your tickets. If the panel is open on that ticket, you hear a short chime as the reply arrives.

You also get the reply by email.

Reply in Bottle or by email

To reply in Bottle, open the ticket, type in the box at the bottom and press Enter, or choose Send reply. Press Shift and Enter for a new line. You can add screenshots, recordings and files to a reply in the same way. For a long reply, choose Expand the box in its corner, as you can under What happened?.

To reply by email, reply to the email about your ticket. Your answer is added to the same ticket, and shows in Bottle too.

When the problem is sorted, choose It’s fixed, close ticket. A closed ticket keeps its messages so you can read them later. If the problem comes back, report it again.

Email the Bottle team

You can also email support@getbottle.app. Your email becomes a ticket, and replies come back by email. Reporting the problem from Bottle is quicker for the team, because it includes the page you were on.