When to report a bug
Report a bug when:
- The app behaves abnormally in a way you've never seen before (white screen, infinite loop, strange error message).
- A feature doesn't work as expected (the "Bet" button doesn't respond, the balance doesn't update).
- You see inconsistencies (a bet resolved but your balance hasn't moved, an unlocked badge that doesn't appear).
- The app crashes on startup systematically.
- You receive ghost notifications or duplicates.
Do NOT report as a bug:
- A lost bet (that's the game, not a bug).
- An admin decision you disagree with (use the dispute procedure instead).
- A feature you'd like to see added (use "Suggestion" rather than "Bug").
Before reporting, first try:
- Closing and relaunching the app.
- Clearing the cache.
- Updating the app.
- Restarting the phone.
More details on troubleshooting. If these 4 steps don't fix it, report.
How to write a good report
A well-written report lets us reproduce and fix the bug quickly. Here's the ideal structure:
- Go to Profile → Help → Report a bug.
- Describe the problem in one sentence: "The 'Confirm my bet' button doesn't react when I tap it."
- Reproduce the bug step by step:
- "1. I go to the Real Madrid vs Barça event page."
- "2. I pick 'Real Madrid wins' and I stake 5,000 KTK."
- "3. I tap 'Confirm my bet'."
- "4. Nothing happens. The button stays inactive."
- Give the technical context:
- Phone model: Samsung Galaxy A52 (for example).
- System: Android 13.
- Ktkarena version: visible in Profile → About. For example v2.4.7.
- Connection: WiFi or 4G?
- When the bug happens: every time? randomly? after a specific action?
- Attach screenshots or a video. A picture is worth a thousand words. Tap "Add a screenshot" in the form and pick your screenshots.
- Include the ID of the bet or event involved if applicable. We can then cross-check with our server logs.
- Submit. You receive a confirmation email with a ticket number (for example BUG-2026-04832).
The priority levels
We classify bugs into 3 levels by severity:
Level 1 - Critical (reply within 4h on business days):
- Data loss (balance, bets).
- Erroneous financial transaction.
- Security flaw.
- App completely unusable for many people.
Level 2 - Major (reply within 24h on business days):
- Bug affecting a major feature.
- Display issues on certain phones.
- Notifications not working.
Level 3 - Minor (reply within 7 days):
- Small visual issues.
- Occasional abnormal behaviors.
- Improvement suggestions.
Tip. You don't have to pick the level - our team determines it by reading your report. If you believe you're at level 1 (urgent), say it explicitly in the title: "[URGENT - Balance loss] Confirm button inactive".
What happens next
- Reception: our team receives your ticket immediately.
- Triage: within 1-4h, we assign a priority level.
- Investigation: a developer tries to reproduce your bug with the info you provided. That's why screenshots and precise steps are vital.
- Initial reply: we tell you where things stand (within 4h-24h depending on the level). Either we've reproduced it and are working on the fix, or we need more info.
- Fix: depending on complexity, it takes from a few hours to several weeks. Critical bugs are fixed in under 24h. Minor bugs go into the normal release cycles (app updates every 2 weeks).
- Fix notification: when the fix is published, you receive a notification in the app: "The bug you reported (BUG-2026-04832) has been fixed in version v2.4.8."
- Your help counts: we keep a counter of useful reports per user. If you report a lot of valid bugs, you can earn a special "Bug Hunter" badge on your profile.