You need help and we want to help you! For that to happen, we're going to need a few things. Whenever you are emailing love@brax.io, try to include as much of this information as possible.

  1. Screenshots or Videos (of the entire browser)
  2. Dates & Timestamps
  3. Unique IDs

Screenshots & Videos

Please submit a full window screenshot with any bug request.  It helps us to see the problem as you see it, and get things fixed sooner.

Sometimes, a little video guidance will go a long way in helping us understand the problem, and more importantly, getting it fixed! If something is taking too long, or is behaving in a complex way, I'd ask you show us through a recording.

Timestamps & Dates

Knowing when the problem occurs helps us reproduce it. There are also details that help us understand what might have triggered the issue. Let us know what you were doing when it happened, and what you were doing before.

Be sure to mention the dates of the information you were looking at and any date that relates to the issue.

Unique IDs

For example, If you have problem with a rule, or an ad,  Make sure you pass us the rule or ad ID.

Understanding

This is key to effective communication. Depending on the problem, your issue can see many hands, and it's important you know what to expect.

Issue received at love@brax.io. Our team will look over the issue, inspecting any documents you provide. Once we understand the issue, We'll login to your account to verify how the issue appears to you. Often times, we'll attempt to replicate it on a test account. If need be, we'll have our dev team do an advanced review, and you will likely need to provide more scope to your issue. If an issue is with an outside partner, we may ask you to reach out to have it solved, and to include us in the conversation.


At the end of the day, your business is important to you, and we want to help you thrive. Let us know what we can do to help you reach your goals!

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