Report a bug
If you encounter a bug while using Paperpile, reporting it helps us fix the issue quickly and improve the product for everyone. We investigate all bug reports and aim to resolve issues as fast as possible.
Before reporting a bug
Try these quick steps first to see if you can resolve the issue:
- Reload the Paperpile tab.
- Restart the browser (in Chrome, you can type chrome://restart in the address bar and the browser will restart and reopen all your tabs of the current profile).
- Try using a different browser or device.
- For common issues, see our Troubleshooting guide.
If the problem persists after trying these steps, it's likely a bug that needs our attention.
How to report a bug
Use the in-app messenger
The fastest way to report a bug is through our in-app messenger:
- Click the question mark on the bottom right of the web app.
- Select Contact support.
- Describe the issue you're experiencing.
Email support
You can also email us directly at support@paperpile.com with details about the bug.
What information to include
To help us identify and fix the bug quickly, please include:
Essential information:
- What you were trying to do when the bug occurred
- What actually happened (the unexpected behavior)
- What you expected to happen instead
- Which device and browser you're using (for example, "Chrome on Windows" or "Safari on macOS")
Helpful additional details:
- Screenshots or screen recordings showing the issue
- The exact error message (if any) that appeared
- Whether the issue happens every time or only sometimes
- When you first noticed the problem
For citation or export issues, also include:
- The citation style you're using
- The document format (Google Docs, Word, etc.)
- The reference type that's causing problems
What happens next
After you report a bug:
- We confirm receipt - You'll receive an acknowledgment that we've received your report
- We investigate - Our team will reproduce the issue and identify the cause
- We fix it - Bugs are prioritized based on severity and impact
- We follow up - We'll let you know when the issue is resolved
Most bugs are fixed in our regular updates, while critical issues may receive immediate patches.
Tips for effective bug reports
- Be as specific as possible about the steps that led to the bug
- Include screenshots when the issue is visual
- Test in different browsers if possible to help us narrow down the cause
- Don't worry about technical details - just describe what you experienced
Your bug reports make Paperpile better for everyone. We appreciate the time you take to help us identify and fix issues.