Troubleshooting · Students & Scholars · Updated
If you encounter a technical issue on the platform, email hello@sovrano.ai with the following:
Our support team responds to most issues within a few hours during business days.
A bug is something that isn't working as expected (e.g., a button doesn't respond, a page shows an error, data displays incorrectly). A feature request is a suggestion for something new or an improvement to existing functionality. Both can be sent to hello@sovrano.ai — just specify which type it is.
Email hello@sovrano.ai with "URGENT" in the subject line, include all the details listed above, and also post in your project Discord channel so your project lead is aware. If the issue is blocking your work, your project lead can advise on next steps while the bug is being fixed.
For critical bugs affecting your work, the support team will keep you updated via email. Minor bugs are logged and prioritised internally, and you may not receive individual updates. If you want to check on the status of a previously reported bug, reply to the original email thread.
For project-specific issues, mentioning them in your project Discord channel is fine and can be helpful for context. However, always follow up with an email to hello@sovrano.ai to ensure the bug is formally logged and tracked.
Yes. It's better to report something that turns out to be user error than to not report a real bug. The team can quickly determine the cause and, if it is user error, will help you understand the correct workflow.
There is no public bug tracker at this time. For platform-wide issues (outages, scheduled maintenance), announcements are posted in Discord servers and via email.
Yes. The team welcomes constructive feedback. You can include feature suggestions in the same email as a bug report, or send them separately. Label them clearly so the team can route them appropriately.
Reply to your original email thread and ask for an update. Bug fixes are prioritised based on severity and impact. Some issues may take longer to resolve, especially if they require significant engineering work.