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Report a bug to Allmoxy

How to report a problem in Allmoxy so it gets fixed quickly: two checks to try first, where to send it, and what to include (address, steps, screenshot).

Occasionally Allmoxy doesn't perform as expected. The fastest way to get it fixed is a report our development team can act on without a second round of questions: the address of the page, what you did, what happened instead, and a screenshot. Send it from the Report a Bug tab of the Support Center (the question mark icon in the top bar) or to your Customer Success contact. This article covers two quick checks to try first, then what to include.

Applies to: everyone with an Allmoxy login.

In this article

Two checks before you report

  • Is it the browser? If every page of your shop shows an error, or a page is slow in one browser but fine in another, the browser's stored site data is usually to blame. Try a private (incognito) window, or clear the site data for your shop's address and sign in again. Many open tabs of the same shop can also hold each other up: close the others and retry.
  • Is it a permission? "You do not have access to this function" is almost always a permission, not a bug: An employee can't sign in or can't open a page.

Where to send it

  1. Click the question mark icon in the top bar and open the Report a Bug tab. Mox Bot answers first; if it can't help, it hands you to a person. The chat stays attached to your shop, so we can see which shop and which user is reporting.
  2. Or send the same details to your Customer Success contact, who can file the report for you.

What to include

  • The address (URL) of the page having the issue. Many bug reports are isolated to one customer, one order or one product, so it's important for us to know exactly which record and which page is giving you trouble. Copy the address from the browser bar.
  • What you did, step by step, and what you expected. If it only happens sometimes, say what is different between a case that works and one that doesn't. For example: "When I submit an order for customer X, the email notification sends right away, but when I submit an order for customer Y, the email notification doesn't send."
  • A screenshot or a short screen recording. A visual adds a lot of context and avoids misunderstandings, so we tackle the exact problem right away. Your computer's built-in snipping or screenshot tool is enough; a short recording of the clicks is even better when the problem takes several steps.
  • When it started, if you know, and whether it affects one person or everyone at your shop.

What happens next

Someone from Allmoxy follows up in the chat or by email, sometimes with a question or two. If we need to look at the problem from inside your shop, our support staff can enter it to help; that access is recorded. Open tickets show on the Tickets tab of the Support Center.

Things to know

  • One report per problem. Two issues in one message tend to get one answer.
  • Don't paste passwords or card numbers into the chat. We never need them.
  • A browser error on every page is site data, not a bug. Private window first.
  • Not sure it's a bug? Ask anyway. Mox Bot and the help center answer the "is it supposed to do that" questions quickly.

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