Report an Issue

Help us improve EduLink by reporting bugs, technical issues, or problems you encounter. Your feedback is valuable!

What Type of Issue Are You Experiencing?

Choose the category that best describes your issue to help us route it to the right team.

Technical Issues

App crashes, error messages, performance problems, or system bugs

Examples:

  • App won't load
  • Error messages
  • Slow performance
  • Features not working

Display Problems

Visual issues, layout problems, or content display errors

Examples:

  • Broken images
  • Text formatting issues
  • Responsive design problems
  • Dark mode issues

Account Issues

Login problems, password issues, or account access problems

Examples:

  • Can't log in
  • Password reset issues
  • Account locked
  • Profile problems

Content Issues

Incorrect information, missing content, or educational material problems

Examples:

  • Wrong answers
  • Missing lessons
  • Outdated content
  • Broken links

Mobile Issues

Problems specific to mobile devices or mobile app functionality

Examples:

  • Mobile app crashes
  • Touch not working
  • Mobile layout issues
  • Push notifications

Connectivity Issues

Network problems, offline functionality, or synchronization issues

Examples:

  • Can't connect
  • Offline mode problems
  • Sync issues
  • Network timeouts

How Severe is the Issue?

Help us prioritize your issue by selecting the appropriate severity level.

Critical

System completely unusable, affects all users, or security issue

Examples:

  • Complete system outage
  • Security vulnerability
  • Data loss
  • All users affected

High

Major functionality broken, affects many users

Examples:

  • Login not working
  • Can't submit assignments
  • Major feature broken
  • Many users affected

Medium

Feature partially broken, affects some users

Examples:

  • Minor feature not working
  • Some users affected
  • Workaround available
  • Non-critical function

Low

Minor issue, cosmetic problem, or enhancement request

Examples:

  • Spelling error
  • UI improvement
  • Minor inconvenience
  • Nice-to-have feature

How to Report an Issue

Follow these simple steps to submit a comprehensive issue report.

1

Choose Category

Select the type of issue you're experiencing

2

Provide Details

Describe the issue with as much detail as possible

3

Add Context

Include screenshots, error messages, or steps to reproduce

4

Submit Report

Send your report and receive a tracking number

Submit Your Issue Report

Please provide as much detail as possible to help us resolve your issue quickly.

Drag and drop files here, or click to browse

Supported: PNG, JPG, MP4 (max 10MB total)

Privacy Notice

The information you provide will be used solely for troubleshooting and improving our platform. We respect your privacy and will not share your personal information with third parties.

You will receive a tracking number after submission

Frequently Asked Questions

Common questions about reporting issues and our response process.

How long does it take to resolve an issue?

Critical issues are addressed within 24 hours, high priority within 48 hours, and standard issues within 1 week. We'll keep you updated on the progress.

What information should I include in my report?

Please include: what you were doing when the issue occurred, what you expected to happen, what actually happened, your device/browser information, and any error messages.

Can I track the status of my report?

Yes! After submitting your report, you'll receive a tracking number. You can use this to check the status and receive updates on our website.

What if I need immediate help?

For urgent issues, please contact our support team directly at support@edulink.tz or call our emergency hotline at +255 700 123 456.

Can I report issues anonymously?

Yes, you can choose to submit reports anonymously. However, providing contact information helps us follow up with you for clarification or resolution updates.

What types of files can I attach?

You can attach screenshots (PNG, JPG), log files, or short video recordings (MP4) up to 10MB total. Please don't include personal information in attachments.

What Happens After You Submit?

We take every report seriously and follow a structured process to resolve issues quickly.

Immediate Acknowledgment

You'll receive an email confirmation with a tracking number within minutes of submission.

Investigation & Updates

Our team investigates your issue and provides regular updates on the progress and expected resolution time.

Resolution & Follow-up

Once resolved, we'll notify you and may follow up to ensure the solution works for your specific case.