Helping us fix it quickly
When you report a problem on the Cosmos platform, the team can usually sort it out quickly, especially when the report includes enough detail. This article lists what to include, so a problem report turns into a fix rather than a back-and-forth.
What to include
What you were trying to do. A single sentence is enough. "I was uploading my passport" tells us more than "something broke".
What happened instead. What did you actually see: an error message, a blank screen, a button that did not work, an email that did not arrive. If there was an error message, the exact wording or a screenshot.
What you expected to happen. Useful when something behaves unexpectedly rather than visibly breaking.
A screenshot. A picture of the screen at the moment something went wrong is worth a thousand words and lets us see exactly what you saw.
When it happened. Date and roughly the time, so we can match it to anything on our side.
What you have already tried. If you have done the quick checklist (see If something is not working), telling us spares both sides repeating the same steps.
Your browser and device. "Chrome on a MacBook" or "Safari on iPhone" helps a lot, because some issues only happen on certain browsers.
Where to send it
Send the report through the chat on the platform. It reaches the team and is logged against your matter, so we have everything in one place. If chat is the very thing that is broken, email the team directly.
What happens next
You will receive an acknowledgement, and we will look at it straight away. Where the problem is something we can fix from our side, you will hear back when it is done. Where the problem is something local to your device or browser, we will tell you what to try.
Bigger or recurring issues
If the same problem happens to you more than once, or affects more than one person, tell us. Patterns are easier to fix than one-off oddities, and a recurring issue is a strong signal that something needs proper attention.