How to report an issue

The full Report an issue flow, finding the button, choosing the issue type and affected module, writing the description, linking an expense, attaching files, submitting, what happens next, and how to fix the errors along the way.

Whenever something is not working, a translation looks wrong, or you have an idea for CLVR Benefits, you tell us through the Report an issue button. It is the single entry point for every kind of report, and it sits in the same place across the app so you never have to hunt for it. This article walks the whole flow from finding the button to confirming your report was sent, and fixes the errors you might hit along the way.

Find the Report an issue button

The Report an issue button has a small report icon and appears in both areas of the webapp:

• In your personal area (the Me pages).
• In the HR area, if you also handle benefits for your team.

On a computer, look in the top-right of the page header, next to the page title. The button stays there as you move between pages, so it is always within reach. On a phone or a narrow window, open the menu (the same control you use to reach the navigation), and you will find Report an issue at the top of that menu.

When you select it, a panel titled Report an issue opens with the line Tell us what happened so we can help. On a computer the panel opens as a small popover anchored to the button; on a phone or narrow window the same form opens as a full dialog so it has room on a small screen. Either way it is the same form, with the same fields.

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 under 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. This is the only type that adds an Affected module dropdown so you can point us at the part of the app involved.
• Poor translation: a word or sentence that reads wrong or is badly translated. Tell us the text you saw and where you saw it.
• General issue: any other concern or question that does not fit the other types. No extra fields appear, so you only write your message.
• 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.

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 has three 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.
• Other (please indicate): anything that does not fit the two above. Name the area in your Description so we can route it.

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 badly translated text, your general concern, or the feature you would like).

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); in the HR view 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. We will review your report. The form then clears itself and closes on its own. There is no separate "sent" page: the green confirmation is your receipt.

What happens after you submit

Your report goes straight to the CLVR team. The Issue type decides how it is filed: Technical issue and Poor translation are recorded as bug reports, while General issue and Feature request are recorded as issues to review and prioritise. Anything you attached (screenshots, PDFs, or linked expenses) travels with it.

The form is one-way: there is no in-app reply thread or status stage to watch. Each Submit creates a new report, and you cannot edit or recall one once it is sent, so put everything we need into a single report. If you left something out, send a follow-up and mention that it relates to the earlier one. When you genuinely need a back-and-forth, email is the better route (see Contact CLVR support by email).

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.
• 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.

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.