Reporting bugs
A great bug report turns a frustrating experience into a fast fix. A vague one ends in a back-and-forth. This page is the checklist.
What to include
The info that lets us reproduce — and therefore fix — quickly:
1. What you were trying to do
One sentence: “I was trying to send a reply on a buyer-message thread.”
2. What happened
One sentence: “The send button greyed out and never came back.”
3. What you expected to happen
One sentence: “Send should have posted and the reply should have appeared in the thread.”
4. Steps to reproduce
Numbered, minimal:
- Open the Chats tab.
- Tap a buyer thread.
- Type “test” in the composer.
- Tap Send.
- Send button greys out and stays grey.
5. Environment
- iOS or Android.
- OS version (e.g., iOS 17.4).
- App version — Settings → About; look for the version like
1.4.2 (build 142). - OTA bundle — also under About; copy the bundle ID like
update-2026-04-15-abc123. - Network — Wi-Fi or cellular, and roughly how reliable.
6. Time of occurrence
Approximate — this lets us correlate with backend logs.
7. Screenshots / video
- iOS: Side button + volume up.
- Android: Power + volume down.
- Or: hold the volume buttons to start screen recording.
Attach to the report; don’t worry about cropping — we’ll figure it out.
8. Reproducibility
- Always — happens every time.
- Sometimes — happens X% of the time.
- Once — happened once and not since.
Where to send
Three channels, in order of preference:
1. In-app: Settings → Help → Send feedback
The fastest path. The app pre-fills the environment info (version, OS, device model) so you only have to write the description and steps. This goes straight to Hilal’s bug-tracking system.
2. Email: support@hilalsoftware.tools
Same info as above, in plaintext. Attach screenshots / video as files.
3. Web: hilalsoftware.tools/feedback
A web form for when you can’t access the app or email comfortably.
What to expect after filing
- Acknowledgement within 1 business day.
- Triage — we classify (P0 / P1 / P2 / nice-to-have) within 2 business days.
- Fix or response — depends on severity. P0s are usually fixed within hours; nice-to-haves go in the backlog with no committed timeline.
You’ll be asked clarifying questions if the report is ambiguous; respond as quickly as you can.
What we cannot help with
- Issues with Amazon Seller Central directly — those are Amazon support’s domain. Hilal can help if Amazon’s data is showing wrong in Hilal; we can’t help if Seller Central itself is broken.
- OS-level issues (e.g., your iPhone’s notifications are broken across all apps) — those are Apple/Google support.
- Network issues at your ISP — same.
Privacy
Bug reports may include screenshots, video, and metadata. Please:
- Redact any customer PII before attaching.
- Use seed data when possible.
- Do not attach API tokens or auth cookies.
Hilal handles every report under our privacy policy.