How to send a problem report

To send a problem report, open Help, then Report a Problem..., or click Send report on an error card. Review what will be sent, then click Send report. A report is opt-in: nothing leaves your Mac until you click that button.

Everything stays on your Mac until then. A report holds technical details only, never your messages, contacts or media.

How to send one

Open Help, then Report a Problem... in the menu bar. Or click Send report on any error card, which also attaches the error.
In What happened?, describe it in a sentence or two. For example: "I clicked Export WhatsApp, my iPhone was unlocked, and then this error appeared."
In Your email, so we can reply, add your email address. It is optional, but we can only reply if you add it. If you have a licence, Chatcove fills in the email from it, and you can change it.
Under Screenshots, uncheck any screenshot that shows something private.
Open See exactly what will be sent to read the exact content, formatted for reading. It refreshes when you leave a field. The log is shortened in the preview, but the whole log is sent.
Click Send report.

You then see "Report sent. Thank you." and a reference code that looks like CC-7F3K9Q: the letters CC, a hyphen, and six characters. Click Copy to copy it. Keep it, and quote it if you write to us.

What a report contains

Chatcove and your Mac: app version, macOS version, Mac model, processor, memory and free disk space on the volume that holds your backups.
Your iPhone: model, iOS version, whether it has a passcode, and the result of the pairing check. The iPhone's identifier is shortened.
The error: its code, message and the step where it happened.
A timeline of what the app did, step by step.
The app log, the technical diary of the app. Passwords and personal data are scrubbed out of it first.
Environment checks for Chatcove's bundled tools.
Your licence state (trial or licensed) and your licence id. Never your licence key.
Saved backup password metadata: whether the saved password was set by Chatcove or typed by you, whether it is verified, whether a backup rejected it, and when it was saved. Never the password itself.
If a backup was still running: the task, how long it had been running, and the last lines of the backup tool's output. A report opened mid-backup does not interrupt the backup.
Screenshots that you leave checked, and the text you typed.

What a report never contains

Message text, contact names or numbers from your chats, media, or WhatsApp database rows.
Your backup password.
Your licence key.

Chatcove takes no automatic screenshots while a screen that shows chat content is open (Chats, Insights and Exports). The one screenshot taken when the dialog opens starts unchecked on those screens.

Where it goes

When you click Send report, it goes to Codama's report server. The report is stored there and emailed to the team, so a report is not lost if the email fails. Sending the same report twice returns the same reference code.

If sending fails

The dialog says "The report could not be sent" and offers Try sending again. You can also click Save to file..., which saves the report as a file. Email that file to hello@chatcove.app and include the reference if you have one.

How we reply

If you gave an email, the dialog says "We'll reply by email." If you did not, it says "You did not add an email, so we cannot reply. If you write to hello@chatcove.app, include this code." We reply to every email.