🐞 Report a Bug

Bug reports go to the Support Team only.

The only way to report a bug is by submitting a ticket to the Support Team:

Submit a bug report

Bug reports posted in the forum cannot be processed there. They are not tracked, they do not reach our technical team, and they will be closed with a link to this article.

One problem = one ticket.

The more precise and complete your information is, the faster we can investigate the issue and find a solution. 💜

1. Why do I need to submit a ticket?

A bug report is rarely just “the button doesn't work.” It may involve your nickname, device, account, membership, payment information, or other personal data.

A Support ticket is the only channel that allows us to handle this information appropriately and securely.

Your ticket is:

• 🔒 Confidential and 1:1 – your account and payment details remain between you and the Support Team instead of appearing in a public forum thread.
• 🔢 Individually tracked – every ticket receives a ticket number and is assigned to a Support Team member, so nothing gets lost among other posts.
• 🛠️ Directly connected to our technical team – confirmed bugs can be forwarded from your ticket directly to the appropriate technical team.
• 🔍 Easier to identify and track – we can quickly check whether an issue is already known and avoid unnecessary duplicate reports.
• 💬 Easy to follow up on – we can ask you additional questions if necessary and contact you again once the issue has been resolved.

This applies to every type of technical issue

Please submit a ticket if:

• your issue concerns your account
• you have a problem with payment
• your personal data is affected
• you have encountered a general technical issue that may affect other members as well
• something in the app does not work as expected
• something on the website does not work as expected
• you are simply not sure whether the problem is actually a bug

If you are unsure, please send us a ticket anyway. We can forward it internally to the appropriate team if necessary.

If you have already posted your issue in the forum, please send it as a ticket as well. Otherwise, the issue remains unprocessed.

💡 Please do not report the same issue twice. Posting the same problem both in the forum and as a ticket takes up valuable time that could otherwise be spent investigating and fixing the issue.

2. Before you open a ticket: 4 quick checks

⏱️ These checks take about 2 minutes.

Many technical issues can be resolved with a few simple steps:

1. Reload the page

Use:

• Windows: Ctrl + F5
• Mac: Cmd + Shift + R

2. Clear your cache and cookies

After clearing them, log in again and check whether the problem still occurs.

3. Try a different browser or device

For example, try another browser or switch from your computer to your smartphone.

Does the issue occur there as well?

4. Update your app or browser

Make sure that:

• your app is running the latest available version
• your browser is up to date
• your ad blocker is temporarily disabled for testing
• your VPN is temporarily disabled for testing

If the problem still occurs afterwards, please open a ticket.

It is also very helpful if you briefly tell us which of these steps you have already tried. 🙏

3. What information do we need in your ticket?

The more information you provide, the easier it is for us to reproduce and investigate the issue.

👤 About you and your device

Please provide:

• Nickname
• Membership: Basic / Premium / VIP
• Device and model: e.g. iPhone 14, Samsung Galaxy S23, Windows PC, MacBook
• Operating system and version: e.g. iOS 18.2, Android 15, Windows 11, macOS 15
• App or browser
  • App: You can find the app version under “Me” → “Settings” → “About us”
  • Browser: Please provide the browser name and version, e.g. Firefox 131 or Chrome 130, and let us know whether it is up to date
• Firewall / antivirus / VPN / ad blocker: Please let us know if you are using any of these and, if so, which one
• Cache and cookies: When did you last clear them?

🐞 About the issue itself

Please provide:

• 🕒 Date and time when the issue last occurred
• 📍 Page, URL or section where the problem occurred
• 🔁 Steps to reproduce the issue – ideally as a simple sequence such as:
  1. Open …
  2. Click …
  3. Select …
• 🎯 Expected behaviour: What should have happened?
• ⚠️ Actual behaviour: What happened instead?
• ❗ Exact error message: Please copy and paste the message rather than describing it in your own words
• 📊 Frequency: Does it happen always, sometimes, or did it happen only once?
• 📎 Screenshot or short screen recording, if available

🔒 Important

Please hide any personal data belonging to other members in screenshots.

Your password, payment details and private messages from third parties must only be shared in a confidential Support ticket and should never be posted publicly.

4. Copy template – simply fill it in

You can copy the following template directly into your Support ticket:

Nickname:
Membership: Basic / Premium / VIP
Device and model:
Operating system and version:
App or browser (incl. version):
Firewall / antivirus / VPN / ad blocker:

When did it happen (date and time):
Where did it happen (page / URL / section):

What I did:
1.
2.
3.

Expected:
What actually happened:

Error message (copy and paste):

Occurs: always / sometimes / once

Tried so far:

Screenshot attached: yes / no

✨ Choose a helpful subject line

A good subject line makes it much easier for us to understand the issue at a glance.

✅ Good:
Photo upload fails at step 2 with error 500 (Android app 5.4)

❌ Not helpful:
It doesn't work!!!

5. What does not belong in a bug ticket?

A bug ticket is intended exclusively for technical issues.

Please do not use a bug ticket for:

• opinions and personal criticism
• frustration or angry comments
• discussions about decisions or procedures
• reports about other members

If you want to report a violation by another member, please use the reporting function on the member's profile.

These topics do not help with troubleshooting and can hide important technical information. We want to keep bug reports focused so that actual technical problems can be investigated as efficiently as possible. 💜

What should you use instead?

Personal concerns
Please contact the Support Team by submitting a ticket:

Contact the Support Team

Feedback and suggestions
Feedback and suggestions can be directed to the operators – David, Julius or Robby.

Please do not use their profiles for bug reports. Technical issues should always be submitted through a Support ticket so they can be properly tracked and forwarded to the appropriate team.

6. What happens after you submit your ticket?

Once your ticket has been submitted:

1. 🔍 We review your information

We check the details you provided and try to reproduce the issue.

2. 🛠️ We forward confirmed bugs

If we can reproduce the problem, it is forwarded to our technical team for further investigation and resolution.

3. 💬 We stay in touch

We will contact you if we need additional information or have questions about the issue.

We may also get back to you once the problem has been fixed.

⏳ Some issues can be resolved within a few hours, while others may require a new release or more extensive technical changes.

If important information is missing from the ticket, the investigation may take longer. That is why the checklist above is so helpful. 🙏

⚖️ Moderation notice

Bug reports posted in the forum cannot be processed there.

They may be closed or removed with a link to this article so that the report can be submitted through the correct channel.

Repeatedly posting bug reports in the forum instead of submitting a ticket may result in a warning.

Thank you for helping us keep all bug reports in one place where they can actually be tracked, investigated and fixed. 💜

🐞 Ready to report your bug?

Please submit your bug report directly to the Support Team:

Report a bug / Submit a ticket

Thank you for helping us make Popcorn.dating better! 💜