Report a problem
If something in Ida OS itself looks broken — an error message, a page that will not load, a button that does nothing — you can report it in about a minute. Instead of a form, Ida (the built-in assistant) takes your report: if it does not already know which page and what's wrong, it asks that, then files it with the product team.
Anyone signed in can report a problem — studio staff and families alike.
Filing a report
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On the web, click your name at the bottom of the sidebar and choose Report a problem — on a phone's browser, it is under the More tab — or go straight to /dashboard/report-problem. In the mobile app, open the Account tab and tap Report a problem under Help.
- 2
Tell Ida what went wrong in your own words — which page and what happened. If typing is a chore, tap the microphone button beside the message box and dictate it.
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Attach a screenshot if you can: use the paperclip, drop an image onto the message box, or paste one on the web — or the photo button in the app. Screenshots make problems dramatically faster to fix.
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Ida confirms what it is about to file — say yes and it goes straight to the product team.
Tip. Report a problem is for things that seem broken. For ideas and suggestions, use Send feedback in the same menu; for how-do-I questions, just ask Ida in the assistant panel.
If a page won't load on the webWeb dashboard
If something goes wrong while a page is loading, the rest of the dashboard stays up: the page itself says 'Couldn't load this page', with a Retry button that reloads just that page — one click usually brings it back — and a Go to Home link as the way out. Most failures also show a small error code underneath; if the same page keeps failing, copy that code into your report, and it takes the Ida team straight to what went wrong.
Just like the app, the web lets the Ida team know about these hiccups on its own — what went wrong and which page, never your messages or personal details.
If a screen in the app won't openiPhone app
If something goes wrong while a screen in the iPhone app is opening, the app stays up: the screen itself tells you it couldn't open — 'Ida couldn't open' on the Ask Ida screen, 'This tab couldn't open' on one of the main tabs, 'This screen couldn't open' anywhere else — with a Try again button, and a way out that fits where you are: Go to Home on a tab (the tab bar stays put), or Close when there is a screen to go back to. A tab that failed also tries again on its own the next time you come back to it. Try again usually brings the screen right up; if the same screen keeps failing, update Ida OS from the App Store and open it again.
The app lets the Ida team know about the hiccup on its own — just what went wrong and which screen, never your messages or personal details — so you don't need to file a report for these. If a screen still refuses to open after an update, a quick report with what you were doing helps us pin down the rest.