Use the in-app report flow while signed in with a selected shop. It accepts bug reports and support requests; it is not live chat and does not promise a response or resolution time.

## Open Help & support [#open-help--support]

Select the intended shop in TorqueOps. Open your profile menu in the app sidebar and choose **Help & support**. On a compact screen, open the sidebar first if it is hidden.

Choose **Open public documentation** to read this manual in another tab. For common problems, start with [Troubleshooting](/troubleshooting). The manual's **Contact TorqueOps** link opens the public contact page; it does not submit an in-app report.

## Prepare a report [#prepare-a-report]

In **Report type**, choose **Report a bug** for unexpected behavior or **Request support** for help completing a task.

Write a description of 10 to 2,000 characters. For a bug, describe the action, expected result, actual result, and whether it happens again. For support, name the task and where you need guidance.

For example, a support request can say: "I need guidance on configuring appointment reminders for our shop."

Leave out customer records, personal contact details, links, payment details, passwords, tokens, and other credentials. The form rejects some obvious sensitive patterns, but that check cannot detect every private detail. Review the text yourself before sending. See [Data handling](/data-handling).

## Review optional context [#review-optional-context]

**Include the page area and language shown below** starts unchecked. Select it only if you approve sharing the displayed area and language with your report.

The flow does not automatically collect screenshots, session recordings, replay, customer records, page URLs, or a snapshot of other form fields. It has no attachment step. Describe the problem in text without copying private records.

## Keep an unsent draft [#keep-an-unsent-draft]

Before sending, closing the form keeps your editable text in the running app tab. Returning to the same account and shop restores only that scope's draft, provided you have not signed out. Do not rely on a page reload or tab closure to restore unsent edits.

If the form says preparing or storing the report failed before sending, nothing was sent. Your draft stays editable. Follow the message before trying again. This differs from an uncertain receipt after sending may have begun.

## Send and confirm receipt [#send-and-confirm-receipt]

Choose **Send report** once and wait for the result. During **Sending report**, the form prevents another submission.

**Received** means TorqueOps saved the report and its stable reference. Keep that reference. Receipt does not confirm internal routing, an assigned investigator, a fix, or a human response. No response or resolution time is promised.

Use **Check status** to refresh the retained report. Its routing message has a separate meaning:

| Message                                                     | Meaning and next step                                                                                                     |
| ----------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------- |
| Awaiting internal routing.                                  | The report is saved and waiting to enter the investigation queue. Keep the receipt.                                       |
| Internal routing is being retried.                          | The saved report is awaiting another internal routing attempt. Keep the same receipt.                                     |
| Added to the internal investigation queue.                  | Internal routing is confirmed. This does not mean the problem is resolved.                                                |
| Internal routing needs attention. Your receipt is retained. | The report remains received; the routing problem needs internal attention. Do not recreate the report to restart routing. |

Staff triage reports and may relate one to an existing engineering issue. Separate reports are not automatically merged because their wording or meaning is similar. Internal issue links, comments, and staff assignments are not shown to the reporter.

## If receipt is not confirmed [#if-receipt-is-not-confirmed]

**Receipt not confirmed** means the result is uncertain. A connection interruption, a timeout after sending may have begun, or an empty status result does not prove that the report was never saved.

Keep the same browser tab, account, and shop. The exact attempted report stays retained in that tab, with its text and choices unchanged. Choose **Check status** first. When offered after a connection or service interruption, use **Resend same report** to resend that exact attempt. If a report limit is shown, wait for the displayed period before resending.

Do not start a replacement report or change the uncertain attempt. If a first submission is explicitly rejected for content or validation, the form preserves the editable draft so you can correct it. An earlier uncertain attempt remains unchanged even if a later check rejects it.

If recovery is unavailable, keep the tab open and follow the displayed guidance. Browser recovery may restore an exact report after reloading the same tab. Treat a restored unconfirmed report as uncertain; do not assume that nothing was sent.

Signing out clears your unsent drafts and attempted recovery for the current account and shop; it does not delete a saved report. Do not rely on recovery surviving tab closure. Switching accounts or shops does not reveal another person's report. Return to the original account and shop to check the retained attempt.

## Start a different report [#start-a-different-report]

After a receipt is confirmed, choose **New report** only when you intend to report a different matter. The form opens a fresh description. This flow shows your own retained report for the selected shop; it does not expose other staff members' reports.

Privacy requests use the contact instructions in the privacy notice. The notice remains a review draft, and its privacy contact is not a general support mailbox. See [Data handling](/data-handling) before sharing information through any contact channel.