# How do I report an issue?

## Before Reporting an Issue <a href="#before_reporting_a_bug" id="before_reporting_a_bug"></a>

Take the following actions before reporting a bug to us.

#### **For issues with the Loyalty Console or Microsite:**

1. Close & re-open the webpage
2. Logout and login again
3. Restart your computer
4. [Hard refresh](https://kbase.whitelabel-loyalty.com/product/services-and-support/wll-support/how-do-i-hard-refresh-my-browser) your browser
5. Clear your browser history and cache
   * [Chrome instructions](https://support.google.com/accounts/answer/32050?hl=en\&co=GENIE.Platform%3DDesktop)
   * [Safari instructions](https://support.apple.com/en-gb/guide/safari/sfri47acf5d6/mac)
   * [Microsoft Edge instructions](https://support.microsoft.com/en-us/microsoft-edge/view-and-delete-browser-history-in-microsoft-edge-00cf7943-a9e1-975a-a33d-ac10ce454ca4)

#### **For issues with the Loyalty Mobile App:**

1. Force quit and re-open the app
2. Logout and login again
3. Uninstall and reinstall the app
4. Try on another device

***

## Reporting an Issue <a href="#reporting_a_bug" id="reporting_a_bug"></a>

Please [contact WLL Support](https://kbase.whitelabel-loyalty.com/product/services-and-support/wll-support/how-do-i-contact-support) with the following information:

{% hint style="warning" %}
Without this information we will not be able to investigate your issue.
{% endhint %}

1. **Description of the issue, and the expected behaviour**
   * Give a detailed description of the issue you are experiencing, as well as the behaviour you would expect
2. **Steps to reproduce the issue**
   * Provide us with the steps you took to reproduce the issue so we can follow those same steps in our investigation.
3. **Environment the issue is experienced** **in**
   * Staging or production?
   * Loyalty Console, Loyalty Microsite, Loyalty Microsite or Loyalty API?
   * If Loyalty Microsite: desktop OS, browser
   * If Loyalty Mobile App: mobile OS & version, app version number
4. **User account experiencing issue**
   * Provide us with the full name and email address of the user experiencing the issue
   * Can you replicate the issue across multiple user accounts?
5. **Logs**
   * For API issues, send logs and timestamps