Kite Report a Bug
Help us improve Kite by reporting issues.
Before Reporting
Verify It's a Bug
Check if it's:
- A bug (unexpected behavior)
- A feature request (something new)
- User error (how-to question)
Check Known Issues
- Review FAQ
- Check status page
- Search documentation
Try Basic Fixes
- Refresh the page
- Clear browser cache
- Try different browser
- Try incognito mode
How to Report
Email Support
Email: support@kite.app Subject: Bug Report: [Brief Description]
Include This Information
Required
| Information | Example |
|---|---|
| Description | "Cannot upload profile photo" |
| Steps to reproduce | "1. Go to Profile, 2. Click upload..." |
| Expected behavior | "Photo should upload" |
| Actual behavior | "Error message appears" |
Helpful
| Information | Example |
|---|---|
| Browser & version | Chrome 120.0 |
| Operating system | Windows 11 / macOS 14 |
| Device | Desktop / Mobile |
| Screenshots | Attached images |
| Error messages | Exact text |
| URL | Where it happened |
Bug Report Template
**Bug Description**
[Brief description of the issue]
**Steps to Reproduce**
1. [First step]
2. [Second step]
3. [Third step]
4. [And so on...]
**Expected Behavior**
[What should happen]
**Actual Behavior**
[What actually happens]
**Browser/Device**
- Browser: [e.g., Chrome 120]
- OS: [e.g., Windows 11]
- Device: [e.g., Desktop]
**Screenshots**
[Attach if helpful]
**Error Messages**
[Copy any error text]
**Additional Context**
[Any other relevant info]
Good Bug Reports
Example of Good Report
**Bug Description**
Profile photo upload fails with error message
**Steps to Reproduce**
1. Log in to account
2. Go to Profile page
3. Click on profile photo area
4. Select a JPG file (2MB)
5. Click Upload
**Expected Behavior**
Photo should upload and display
**Actual Behavior**
Error message: "Upload failed. Please try again."
Photo doesn't change.
**Browser/Device**
- Browser: Chrome 120.0.6099.109
- OS: macOS 14.2
- Device: MacBook Pro
**Screenshots**
[Attached: error_screenshot.png]
**Additional Context**
- Tried with different image files
- Same issue in Firefox
- Was working last week
Example of Poor Report
"Upload doesn't work"
This doesn't provide enough information to investigate.
What Happens Next
Our Process
- Received - We acknowledge your report
- Triaged - We assess priority and impact
- Investigated - We reproduce and diagnose
- Fixed - We develop a solution
- Deployed - Fix goes live
- Notified - We update you
Response Timeline
| Severity | Initial Response |
|---|---|
| Critical (system down) | < 4 hours |
| High (major feature broken) | < 24 hours |
| Medium (inconvenient) | < 48 hours |
| Low (minor issue) | < 1 week |
Security Issues
Reporting Security Vulnerabilities
If you discover a security issue:
DO:
- Email security@kite.app directly
- Provide detailed information
- Allow time for us to fix it
DON'T:
- Post publicly
- Exploit the vulnerability
- Access others' data
Tips for Better Reports
Be Specific
- Exact steps, not general descriptions
- Specific pages and actions
- Precise error messages
Be Complete
- Include all relevant details
- Attach screenshots
- Note what you tried
Be Clear
- One bug per report
- Clear language
- Organized format
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