Report a bug

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 “Challenge” button doesn't respond, the balance doesn't update).
• You see inconsistencies (a resolved challenge but your balance didn't move, an unlocked badge that doesn't appear).
• The app crashes on launch every time.
• You get phantom notifications or duplicates.

Do NOT report as a bug:

• A lost challenge (that's the game, not a bug).
• A resolution you dispute: use the dispute procedure. How do I dispute a resolution?
• A feature you'd like to see added: pick the suggestion topic rather than the bug one.

Before reporting, try first:

1. Closing and relaunching the app.
2. Clearing the cache.
3. Updating the app.
4. Restarting your phone.

More troubleshooting details. If these 4 steps don't fix it, report it.

How to write a good bug report

A well-written report makes it possible to reproduce and fix the bug. Here's the ideal structure:

1. In the app, go to Settings → Contact Us and pick the technical bug topic. You can also write directly to support@ktkarena.com.
2. Describe the problem in one sentence: “The 'Confirm my challenge' button doesn't react when I tap it.”
3. Reproduce the bug step by step:
   • “1. I go to the Real Madrid vs Barça event page.”
   • “2. I pick 'Real Madrid wins' and stake 5,000 KTK.”
   • “3. I tap 'Confirm my challenge'.”
   • “4. Nothing happens. The button stays inactive.”
4. Give the technical context:
   • Phone model: Samsung Galaxy A52, for example.
   • System: Android 13, for example.
   • Ktkarena app version.
   • Connection: Wi-Fi or mobile data?
   • When the bug happens: every time? now and then? after a specific action?
5. Attach screenshots or a video to the e-mail before sending it. A picture is worth a thousand words.
6. Mention the event or challenge involved, if the bug affects one.
7. Send the e-mail from your e-mail app.

What's urgent

Some bugs deserve to be flagged as urgent:

• data loss (balance, challenges);
• an erroneous transaction;
• a security flaw;
• an app that's completely unusable.

If so, say it right in the e-mail's subject line, for example: “[URGENT - balance] Confirm button inactive”.

What happens next

1. Your e-mail reaches support, at support@ktkarena.com.
2. The team uses it to reproduce the bug: that's why precise steps and screenshots matter.
3. No timeline is guaranteed, for the reply or for the fix.
4. Fixes ship with app updates. Update the app.