Reporting Bugs
How to submit issues
Building a Better Platform: Reporting Bugs & Issues
Overview
At Phot.AI, we strive for a seamless creative experience, but occasionally, technical "bugs" or glitches may appear. Your feedback is essential in helping our engineering team identify, reproduce, and squash these bugs quickly.
If you encounter an error, follow this guide to report it effectively so we can get you back to creating as soon as possible.
What Defines a Bug?
A bug is generally any behavior that deviates from the expected functionality of the platform. This includes:
- •Interface Glitches: Buttons not clicking, overlapping text, or pages failing to load.
- •Generation Errors: AI tools producing "Error" messages instead of images or assets.
- •Performance Lags: Unexpectedly slow processing times that fall outside of normal generation windows.
- •Account Desyncs: Credits not updating after a purchase or folders not appearing in your library.
How to Write a Helpful Bug Report
The more information you provide, the faster our developers can fix the issue. When documenting a problem, try to include the "Three Ws":
- •What happened? Describe the steps you took leading up to the error. (e.g., "I uploaded a 2MB PNG to the Background Remover and clicked 'Generate'.")
- •What was the result? Describe the error message or the behavior you saw. (e.g., "The loading bar stuck at 50% and then displayed 'Internal Server Error'.")
- •What was expected? Briefly state what should have happened. (e.g., "The background should have been removed, and the image should have been ready for download.")
Pro-Tip: Visuals Matter
If possible, please include screenshots or a screen recording (Loom, Vidyard, etc.) of the issue. Seeing the error in context allows our team to skip the "guessing" phase and move straight to the solution.
How to Submit Your Report
Our technical support team monitors all bug reports and prioritizes them based on severity.
The fastest way to get a resolution is to reach out to us at:
When emailing us, please use a clear subject line such as:
BUG: [Tool Name] - [Short Description of Issue]
Example: BUG: Payment confirmed but credits not added
What to Expect After Reporting
Once your email reaches support@phot.ai, you will receive an automated confirmation that your ticket has been created. Our team will then:
- •Verify: We will attempt to reproduce the bug on our end.
- •Update: We may reach out if we need more specifics about your browser version or device type.
- •Resolve: Once the fix is deployed, we will send you a follow-up email to confirm that the tool is working correctly for you.
Still need help?
Can't find what you're looking for? Our support team is here to help.