Getting help & troubleshooting

Stuck on something, or found a bug? The Help & support button at the bottom of the sidebar is the fastest way to find answers or reach the team.

Find it: Help & support

Look for the Help & support button near the bottom of the sidebar. Click it to open a menu with four options:

• Help Center — opens the searchable library of articles and tutorials you're reading right now.
• Report a problem — tell the team something isn't working. Use this for bugs, errors, or anything behaving unexpectedly.
• Suggest an improvement — tell the team what would make Rebrief work better for your practice. Every suggestion is read.
• Your reports — see the reports and suggestions you've sent, along with any replies.

Tip: You don't have to decide in advance whether something is a "bug" or a "suggestion" — the form itself also lets you simply ask a question if that fits better.

What a report includes, and what happens next

When you report a problem or send a suggestion, you can add a short title — or just start typing, and your first line becomes the title — then describe what happened or what you'd like to see.

A couple of things are included automatically, so the team has the context to help:

• Diagnostics from the page and recent activity logs are attached by default. You can turn either off before sending if you'd rather not include them.
• A screenshot is always attached to a problem report, so the team can see exactly what you saw — suggestions and questions attach basic page info instead, with no screenshot. If you're using Rebrief through the connector for your practice software, the screenshot captures your whole screen (every monitor) rather than just the browser page.

Once you send it, your report is on its way to the team. Check back any time under Your reports to see it and read any reply — a count on the Help & support button means a reply is waiting for you.

Common issues

I can't sign in

• Double-check the email and password you're using, and make sure Caps Lock isn't on.
• Use the Forgot password link on the sign-in page if you're not sure your password is right.
• If you were signed in a while ago, your sign-in session may have expired — just sign in again.
• Still stuck? Send a Report a problem so the team can look into it.

The practice-software connection won't come up

• Make sure your practice software is open on the computer it normally runs on.
• Confirm that computer is powered on and connected to the internet.
• Try signing out of Rebrief and back in — this re-establishes the connection.
• Still not connecting? Send a Report a problem. The diagnostics attached to your report help the team see what's going on.

A page won't load

• Refresh the page.
• Check your internet connection.
• Sign out and sign back in.
• If it keeps happening, try a different browser or clear your browser's cache.
• Still no luck? Send a Report a problem with a quick note on what you were doing — the automatic screenshot and diagnostics help the team reproduce it.

Note: For anything urgent, reporting the problem is the quickest way to get a real person looking into it.