How to report a problem in Vithi without sharing your whole account
“It is not working” tells a support team that something went wrong, but leaves the important questions unanswered. A useful report identifies the action, the result and enough context to distinguish the problem from a different one. This guide is written by Vithi and includes a message template for its support form.
Preserve the unfinished work first
If a form failed to save, keep a private copy of the text you entered before refreshing or leaving the page. Note which action you took and any visible error. Do not repeatedly submit the same entry while you are unsure whether the first request succeeded.
Check the relevant record list once to see whether the entry appeared. A delayed response and a failed save are different situations. If you cannot tell, say so in the report rather than claiming the information was definitely lost.
Describe one problem in a clear subject
Vithi’s signed-in support page has Subject and Message fields. A subject such as “calendar event still shows old date after saving” gives more direction than “urgent problem”. Keep a separate issue separate if it has unrelated steps.
The page says your account email is attached automatically so the team can reply. You do not need to include passwords, sign-in codes or a full personal profile in the message. This guide does not promise a response time or a particular resolution.
Write the smallest sequence that shows the issue
Describe where you started, what you selected, what you changed and what you pressed. Include the expected result and the result you actually observed. Mention whether the problem happened once or after a specific repeat attempt.
For a hypothetical calendar issue: “Opened Calendar, selected a personal study event, changed its date and pressed Save. Expected the event on the new day. After returning to the calendar, I still saw it on the old day.” This is an illustration, not a report of a known current defect.
Add the approximate time and your timezone, device type and browser name. If you know the browser version, include it; do not guess. Those details can help distinguish a display problem from a record that failed to update.
Use a report template you can fill in
Subject: [area] + [specific unexpected result]. Message: I was trying to [task]. Steps: [starting page], [selection], [action]. Expected: [visible outcome]. Actual: [visible outcome or exact error]. Happened: [once or repeatable]. Environment: [device, browser, approximate time and timezone]. Checked afterwards: [whether the record appeared or persisted].
For example, if an activity description remained in the form after you pressed the save button, state that observation. Do not infer that all portfolio records are broken or that another person has the same issue. Include the exact error text if one appeared.
If a score is relevant, first explain the issue without sharing your entire score history. Use only the minimum detail needed to identify the affected action. Keep original documents private unless a specific support request makes their relevance clear.
Send through the form and check the result
Sign in, open Support, complete the subject and message, then choose Send message. The current page includes a Your messages area. After sending, check for the success message and the new item in that list rather than assuming a click completed delivery.
If sending fails, preserve your report text and note the visible error. Avoid submitting multiple identical messages in quick succession. If you later provide an update, identify the original subject and explain what changed so the team can follow the same issue.
Do not include unrelated classmates’ details, private conversations or sign-in secrets. If you keep an image for your own reference, crop unrelated material before sharing it through any channel that supports images. Vithi’s support form described here is a text form; no attachment control is promised.
Separate a bug report from a feature suggestion
A bug report describes a mismatch between an attempted action and what happened. A feature suggestion describes something you want to be able to do. For a suggestion, explain the task and the obstacle instead of claiming an existing control is broken.
“I want to compare attempts from two exams while keeping their scales visible” is a task description. “The comparison is broken” would imply a feature and failure you have not established. A concrete request makes it easier to discuss the need without promising that it will be built.
