How to report an issue

The full Report an issue flow, finding it in the account panel, choosing the issue type and affected module, writing a subject and description, linking an expense, attaching files, submitting, following CLVR's answer in My reports, and how to fix the errors along the way.

Whenever something is not working, some information about you or your company is wrong, or you have an idea for CLVR Benefits, you tell us through Report an issue. It is the single entry point for every kind of report, and it sits in the same place on every page so you never have to hunt for it. This article walks the whole flow from opening the form to following CLVR's answer under My reports, and fixes the errors you might hit along the way.

Find Report an issue

Report an issue lives in your account panel. Select your avatar in the top right corner of any page to open the panel, and on the Account tab you will find the row Report an issue. It is there on every page, in your own pages and in the HR area alike. On a computer the panel opens beside the page; on a phone or a narrow window it fills the screen.

Select the row and the panel shows Report an issue with the line Tell us what happened so we can help. Directly under it on the Account tab is My reports, where every report you send shows up with CLVR's answers (see below).

If a page crashes, the error page has its own way in: select Contact support under the message and the same form opens, preset to Technical issue, with the error's debug lines (error code, error ID, time, version and page address) attached automatically so you do not have to copy them yourself.

Choose the issue type

The first field is Issue type, with the placeholder What kind of issue is it?. Picking the right type matters because it changes the rest of the form: the help text above the description updates, and some follow-up fields appear or disappear. There are four types:

• Technical issue: something is broken or not working, like a page that will not load or a button that does nothing. A wrong or badly translated text also counts here. This is the only type that adds an Affected module dropdown so you can point us at the part of the app involved.
• Data correction: information about you or your company is wrong. The help text asks you to tell us which information is wrong, where you see it and what it should say.
• Feature request: something new you would like CLVR Benefits to add. Describe the problem you want solved, not just the feature, so we understand the why behind it.
• Other: a question or any other concern that does not fit the types above. No extra fields appear, so you only write a subject and your message.

The form opens with Technical issue already chosen. If that is not what you mean, change Issue type first, before you write your description, so the right follow-up fields are showing while you type. Switching away from Technical issue clears the Affected module and any linked expenses automatically, so you never carry over a stale selection.

Pick the affected module (technical issues)

When Issue type is Technical issue, a second dropdown appears: Affected module (placeholder Select a module). It tells our team which part of CLVR Benefits the problem is in, so your report reaches the right people faster. It starts on Expense upload and has four choices:

• Expense upload: something went wrong while claiming or submitting an expense, for example the upload flow, receipt scanning, or a report that will not go through. Choosing this adds the Linked expenses picker (see below) and requires at least one linked expense.
• Benefit store: the problem is in browsing or selecting benefits.
• Payroll export: the problem is in a payroll file. The report goes to the people at CLVR who look after payroll files.
• Other (please indicate): anything that does not fit the three above, including a wrong or badly translated text. Name the area or page in your Description so we can route it.

Write a short subject

Every report needs a Subject, with the placeholder Sum it up in a few words. It becomes the report's title in My reports, so a few clear words ("Receipt upload stops at step 2") make it easy to find again. The subject can be up to 120 characters.

Write a useful description

The Description field is required for every report, and a clear description is the single biggest thing that helps us fix your issue quickly. The help text above the field changes with the Issue type you picked, so it always tells you what to include (the technical problem and its module, the information that is wrong and what it should say, the feature you would like, or what your report is about).

The form enforces two limits: a minimum of 10 characters and a maximum of 2000. The field stops accepting input once you reach the limit, so you cannot type past it.

Link the expense your report is about

The Linked expenses picker appears only when Issue type is Technical issue and Affected module is Expense upload. For that pair you must link at least one expense before you can send, because linking the specific records lets us trace exactly what went wrong instead of guessing.

Each expense you tick appears as a small pill below the picker; select its remove button to unlink it. As an employee you only see your own expenses (uploaded reports, benefit purchases, and manually added expenses); if you are HR, you see every expense across your company.

Add screenshots or PDFs

Attachments are optional, but a screenshot of the screen where something went wrong, with any error message visible, often explains the problem faster than words. In the Attachments section near the bottom, select Add files and pick one or more files. When they finish you see Files attached.

• File types: PNG, JPG, and PDF only. Other formats (HEIC, GIF, Word documents) are not accepted.
• Size: each file must be 10 MB or smaller.
• Count: you can attach more than one file.

Each file appears in a short list; select the X (Remove) on its row to take it off before you send. While files are still uploading, both Add files and Submit show a loading state, so wait for them to finish. Attachments only live in the form while it is open: sending or closing the form clears them, so reopening starts empty.

Submit your report

The form has two buttons at the bottom: Submit (the purple button) sends your report, and Cancel discards it. While the report is sending, Submit shows a spinner and is disabled, so you cannot send the same report twice.

When the report goes through, a green Report sent message appears: Thank you. Follow it under My reports, where CLVR's answer will show. The form then clears itself and the panel goes back to the Account tab. Each Submit creates a new report, and you cannot edit or recall one once it is sent, but you can add to it from My reports.

Follow your report in My reports

Your report goes straight to the CLVR team, with anything you attached (screenshots, PDFs, or linked expenses), and gets a reference such as CLVR-123. To follow it, open the account panel and select My reports, just under Report an issue. The row shows how many of your reports are open, for example 2 open, and a dot when something needs you: red when CLVR is waiting on your answer, purple when there is a reply you have not seen yet.

My reports lists every report you have sent, with an Open and a Resolved switch at the top. Each row shows a dot if it is unread, the reference, a status, your subject as the title, and a line on where it came from and the latest news, for example Report an issue · Anna replied, 2 hours ago. A report has one of four statuses:

• New: sent, and not picked up yet.
• In progress: someone at CLVR is working on it.
• Waiting on you: CLVR needs an answer from you before they can go on.
• Resolved: CLVR has finished with it.

Select a report to open it. You see who sent it, when and from where, your description, and the Activity list: every reply and every status change, oldest first, with CLVR's people marked CLVR. CLVR's internal notes are never shown to you.

Reply to CLVR

The box at the bottom of an open report is where you answer. While the report is New it reads Add something to this report, so you can add a detail you forgot; once CLVR has picked it up it reads Reply to CLVR. Write your text and select Send.

When CLVR marks the report Waiting on you, the box stands out and says, for example, Anna is waiting on your answer. Write your answer and select Send reply. Your answer hands the report back to CLVR, and the Activity list shows Back with CLVR. If sending fails, your text stays in the box so you can try again.

A Resolved report stays under Resolved so you can read the answer later. If the problem comes back, open it and select Reopen next to Problem still there? at the bottom. The box asks Tell CLVR what's still wrong.: write a few words and select Reopen (or Cancel to leave it). The report goes back to New and the Activity list shows that you reopened it.

Notifications and email

You do not have to keep checking. You get a notification on the Notifications tab of the account panel when CLVR replies, when they start working on your report, when they are waiting on you, and when they resolve it. Each one opens the report in My reports. A reply from CLVR is also emailed to you; status changes are not.

Troubleshooting

The form will not send and a message appears under a field. This is validation. The form checks your entries before sending and tells you what to fix:

• Select the affected module. You picked Technical issue but left Affected module empty.
• Give your report a short subject. The Subject is empty.
• Keep the subject under 120 characters. Shorten the subject and put the detail in the Description.
• Please describe the issue. The Description is empty.
• Please provide more detail (minimum 10 characters). The description is too short.
• Message is too long (maximum 2000 characters). Trim it, or attach a file with the extra detail.
• A Check the form notification with Select at least one expense. means a Technical issue on Expense upload has no linked expense. Open the Linked expenses picker and tick one.

Fix the highlighted field and the message clears, so you can submit again.

A red "Could not send report" message appears. This means Something went wrong. Please try again later. It is a temporary problem on our side or with your connection, not your form. The panel clears, so copy a long description somewhere safe first, then reopen the form, re-enter it, and submit again. If it keeps failing, check your connection (switching off office WiFi or a VPN can help), or remove any linked expense you no longer recognise, which can also trigger this.

An "Upload failed" message when attaching a file. We could not upload one or more files. Try again or use a smaller file. It is almost always the file size (over 10 MB), the format (only PNG, JPG, PDF), one bad file in a batch, or a dropped connection. Shrink or re-export the file, add files one at a time to find the bad one, or wait for a stable connection. Attachments are optional, so you can always send the report without the file.

My reports does not show my report. Only reports you sent yourself are listed, newest answer first. Check the Resolved side of the switch, and if you saw Could not send report when you sent it, the report never arrived: send it again. If the list itself cannot load, you see Your reports could not be loaded. Close the panel and open it again.

The Linked expenses picker looks empty. The two messages mean different things: No expenses are available to link yet. means there are none to attach (the search box is disabled), so describe the problem in the Description instead; No expenses match your search. means your filter text is too narrow, so clear the Search expenses box and try fewer words, or search by date or amount.