How to report an issue

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

Whenever something is not working as expected in CLVR Benefits, some information about you or your company is wrong, or you have an idea for the product, you tell us through Report an issue. It is the single entry point for every kind of report, and it is in your account panel on every page, whether you are reviewing expenses, managing employees, or adjusting benefit settings. 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

Select your avatar in the top right corner of any page to open the account panel. On the Account tab, Report an issue is one of the rows near the bottom, with a small message icon. Directly under it is My reports, where the reports you send show up with CLVR's answers.

Because you are HR, the form can reference any of your company's expenses, not just your own, wherever you open it. That makes it the right place to flag something you noticed while working on behalf of your team.

When you select it, the panel shows Report an issue with the line "Tell us what happened so we can help." Because you are HR, it also shows a second line: "Alternatively, please reach out to" followed by a link to caroline@clvrbenefits.se. Use that link if you would rather email us directly instead of filling in the form.

Choose the issue type

The first field is Issue type, with the placeholder What kind of issue is it?. Your choice here decides which CLVR team picks up the report and what the rest of the form asks for, so it is worth getting right. There are four options:

• Technical issue: something is broken or not working as expected, like a page that will not load or a button that does nothing. A label, message, or other text that is wrong or clearly mistranslated also goes here (see Report a poor or incorrect translation). This is the only type that adds an Affected module dropdown so you can point us at the part of CLVR involved.
• Data correction: information about you or your company is wrong. The helper 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 selected, so if you are reporting something broken you can leave it as is. For anything else, open the dropdown and pick the type that fits. Switching away from Technical issue clears the Affected module and any Linked expenses automatically, because only technical reports use them; switch back and Expense upload returns as the default module.

Pick the affected module (technical issues)

When Issue type is Technical issue, a second dropdown appears: Affected module (placeholder Select a module). It tells the CLVR team which part of CLVR Benefits is misbehaving, so your report lands with the right people. It has four choices:

• Expense upload: anything that goes wrong while uploading or processing an expense report or receipt (a receipt that will not attach, a scan that reads the wrong values, an upload that errors out, or a report stuck in the wrong status). Choosing this also reveals the Linked expenses picker (see below) and requires at least one linked expense.
• Benefit store: problems browsing, viewing, or selecting benefits in the store.
• Payroll export: a problem in a payroll file. The report goes to the people at CLVR who look after payroll files. To point at specific rows or cells, use Report a problem on the Reports page instead (see Report a problem in a payroll file).
• Other (please indicate): anything that does not fit the first three, including a wrong or badly translated text. Spell out the area or page clearly in your Description so the team knows where to look.

The form starts with Expense upload selected, so switch it if your issue is somewhere else. A technical issue requires a module: if it is missing, the form blocks the report and shows Select the affected module. Pick the closest match and the message clears.

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 ("Expense list shows the wrong employee") 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, whichever Issue type you choose, and a clear description is the single biggest thing that helps us resolve your report on the first reply. The helper text just above the box changes with the Issue type you picked, so it always tells you what to include: a Technical issue asks you to describe the problem in relation to the affected module, a Data correction asks which information is wrong, where you see it and what it should say, a Feature request asks you to describe the feature you would like to see, and Other asks what it is about. Each version reminds you to use at least 10 characters.

The form enforces two limits: a minimum of 10 characters (enough for a real sentence, not just "broken" or "help") and a maximum of 2000. The field stops accepting input once you reach 2000, so you cannot type past it. The placeholder in an empty field reads Type your message here, which disappears as soon as you start typing.

Inside that range, a clear description beats a long one. Aim to cover what you did (the page or step you were on and the action you took), what you expected to happen, and what actually happened instead, including any on-screen message. If a screenshot or PDF would explain it faster, add it under Attachments rather than describing every detail in text.

Link the expenses 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 reproduce and fix the issue faster instead of guessing. Change either dropdown to anything else and the picker disappears, and nothing you had selected is sent.

As an HR user the list covers expenses across everyone in your company, not just your own, so each row reads as First Last · Category · Date · Amount and you can tell whose expense it is at a glance.

Selected expenses appear as removable pills below the picker; remove one by clearing its checkbox or by selecting the small remove control on its pill. The list shows only the expense types that flow through CLVR (uploaded expense reports, benefit purchases, and manually recorded expenses), sorted newest first, and loads a large recent window (a high cap, in the tens of thousands) rather than your whole history. Amounts are shown in Swedish kronor (SEK), with dates and amounts following your interface language. For a specific older expense, reach for the Search expenses box rather than scrolling.

Add screenshots or PDFs

Attachments are optional and work with any issue type, but a screenshot of the screen where something went wrong, with any error message visible, often explains the problem faster than words. Scroll to the Attachments card and select Add files; your device opens a file picker, and you can choose more than one file at once or select Add files again to add more. The helper text reads "Optional screenshots or PDFs (PNG, JPG, PDF, max 10 MB each)", which sums up the two rules:

• File types: PNG, JPG, and PDF only. Other formats (HEIC, GIF, Word and Excel documents, ZIP archives) are rejected.
• Size: each file must be 10 MB or smaller. There is no limit on the number of files, only the per-file size.

When a file uploads, a Files attached notification confirms "Your files were attached to this report," and each file is listed with a document icon and its name (long names are shortened with a trailing "..."). To take one off, select the Remove (X) button on its row any time before you submit. While a file is 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 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 notification appears: "Thank you. Follow it under My reports, where CLVR's answer will show." The form then resets and the panel goes back to the Account tab: the Issue type resets to Technical issue and the Affected module back to Expense upload, and the subject, description, attachments and linked expenses are cleared. 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

Each report carries everything the CLVR team needs to act on it without asking you to repeat yourself: your subject and description, any linked expenses, your attachments, and who sent it and from which company. You do not need to choose where a report goes; picking the issue type (and, for a technical issue, the module) is enough. Each report gets a reference such as CLVR-123.

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: red when CLVR is waiting on your answer, purple when there is a reply you have not seen. The list has an Open and a Resolved switch, and each row shows the reference, a status, your subject and the latest news, for example "Report an issue · Anna replied, 2 hours ago". The statuses are New, In progress, Waiting on you and Resolved.

Select a report to see who sent it, when and from where, your description, and the Activity list with every reply and status change. CLVR's internal notes are never shown. Problems you send with Report a problem on the Reports page show up here too, with an Open in Reports link.

• Reply. The box at the bottom reads Add something to this report while the report is New and Reply to CLVR after that. Write and select Send.
• Answer when CLVR waits on you. The box says, for example, "Anna is waiting on your answer." Write your answer and select Send reply; the report goes back to CLVR and the Activity list shows Back with CLVR.
• Reopen it. If the problem comes back after a report is resolved, open it and select Reopen next to Problem still there? at the bottom (a payroll file problem has the same on its card on the Reports page). The box asks "Tell CLVR what's still wrong.": write a few words and select Reopen, or Cancel. The report goes back to New and the Activity list shows that you reopened it.

You get a notification on the Notifications tab when CLVR replies, starts working on your report, is waiting on you, or resolves it. A reply from CLVR is also emailed to you; status changes are not.

Using Report an issue on a phone or small screen

When your window is narrower than about 768px, the account panel fills the whole screen instead of opening beside the page. Open it the same way, from your avatar at the top, and choose Report an issue on the Account tab. Everything inside is identical to desktop, including the intro line, the HR email line ("Alternatively, please reach out to" caroline@clvrbenefits.se), the same fields, and the same Submit button.

The fields you see still depend on your answers: Affected module appears only for a Technical issue, and Linked expenses only for a technical issue about Expense upload. Under Attachments, Add files opens your device's file picker, which on a phone includes your camera roll, so you can attach a photo of the screen straight from the gallery (still PNG, JPG, or PDF, up to 10 MB each). To leave without sending, select Cancel, the back arrow, or the X.

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. Choose Expense upload, Benefit store, Payroll export, or Other (please indicate).
• 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 move the extra detail into an attachment.
• 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." The report did not reach the CLVR team and nothing was saved; it is a temporary problem on our side or with your connection, not your form. The panel resets, so copy a long description somewhere safe first, then reopen the form, re-enter it, and submit again. Two other things can trigger the same message: a linked expense you chose has since been removed or no longer belongs to your company (refresh the page so the Linked expenses list reloads, then reselect the available ones), or your session lapsed after a long time signed in (sign in again, then resubmit). If it keeps failing, email caroline@clvrbenefits.se with what you were reporting so the team can pick it up directly.

An "Upload failed" message when attaching a file. This means "We could not upload one or more files. Try again or use a smaller file," and it almost always comes down to the file type or the size:

• Wrong type. Only PNG, JPG, and PDF are accepted. Save an HEIC photo as JPG, export a Word, Excel, or Pages document to PDF, and attach the individual images or PDFs inside a ZIP rather than the archive.
• Too large. Each file must be 10 MB or smaller. Resize or re-export a large screenshot or photo, or split a long PDF into smaller files (you can attach more than one).
• One file in a batch failed. Remove it with the Remove button, then add the remaining files again.
• Nothing uploads and you may be signed out. Attachments only upload while you are signed in; if your session expired, refresh the page, sign in again, and re-add the file.

Attachments are optional, so you can always send the report without the file and describe the issue in the Description instead.

The Linked expenses picker looks empty. The two messages mean different things: No expenses are available to link yet. means no company expenses of a linkable type have been recorded so far, so choose a different module or 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 a shorter term, such as a colleague's first name, the category, the date, or the amount.