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Report a problem

Something not working? Tell us from inside Bottle Mail. You choose whether to add diagnostic info or a screenshot, and you can see exactly what is sent.

Windows, web and phone
Both switches start off. Nothing extra is sent unless you turn it on.

Where to find it

In the Windows app:

  • Open Settings, then Feedback, and select Report a problem.
  • When something goes wrong, select Report this problem on the note that tells you about it: when a message couldn’t be sent, when a delete didn’t go through, or under an account’s error in the sidebar.

In the web app, select Report a problem in the sidebar. See In the web app below.

Report this problem starts a report about that exact moment.

Send a report

  1. Under What happened?, describe the problem in your own words. This is the only part you have to fill in.
  2. If you would like an answer, add your address under Email for a reply (optional). Leave it empty if you don’t need a reply.
  3. If you like, turn on Include diagnostic info. Select See what’s included to read the exact text that will be sent.
  4. If it helps to show the problem, turn on Include a screenshot of this window. A preview of the screenshot appears, so you see it before it is sent.
  5. Select Send. Bottle Mail says “Your report number is BC10-XXXXXX.” Keep the number if you want to mention the report later.

The screenshot

The screenshot shows only the Bottle Mail window, as it looked just before you opened Report a problem. It never shows your desktop or other apps. It is off until you turn it on, and you see a preview first. If the window shows a message, that message is in the screenshot, so check the preview before you send.

What diagnostic info contains

Diagnostic info helps us find the cause faster. It contains:

  • the Bottle Mail version and your Windows version;
  • what kind of accounts you have (for example Gmail, Microsoft or another IMAP account), not their names or servers;
  • which features your mail servers support;
  • how recent syncs and sends went, and any recent errors;
  • the most recent lines of the app’s own log.

All of it is cleaned before you see it, and what you see under See what’s included is exactly what is sent.

Always removed

Cleaning removes passwords, sign-in codes and tokens, email addresses, names, subjects, message text, attachment names, the names of your own folders, server names, IP addresses and file paths in your Windows user folder. Message IDs are replaced by a short scrambled code. Standard folder names such as Inbox, Sent and Trash stay, because they say nothing about you.

What you type under What happened? is sent as you wrote it, so leave out anything private.

In the web app

The web app has a simpler version. Select Report a problem in the sidebar, describe what happened and, if you like, add an email for a reply.

Instead of diagnostic info there is one switch, Include app version and browser, which is off by default. It adds nothing about your mailbox, your mail or your address. The web app can’t add a screenshot.

On your phone

Open Settings and select Report a problem. Describe what happened and, if you like, add an email for a reply.

The switch Include diagnostic info is off by default. Turned on, it adds three short lines: the app version, the phone’s system and how many mail accounts you use. Select See what’s included to read them before you send. Nothing about your mail, names or addresses is added, and the phone can’t add a screenshot.

When you’re offline

In the Windows app, if you send a report while you’re offline, it waits and is sent as soon as you’re back online. Settings → Feedback shows reports that are waiting to be sent. Select Try again to send one now, or Remove to delete it without sending.

Where reports go

Reports go to our own server (track.brandcode10.com), not to another company. They are deleted automatically after 180 days. More in the privacy policy.

Questions

Will I get a reply?

Only if you leave an email address. We use it only to answer that report. Without one, we still read your report, but we can’t write back.

Can I see what was sent?

Yes, before you send it. Select See what’s included to read the diagnostic info word for word, and turn on the screenshot to see its preview. Nothing else is added.

Is my mail read?

No. Your messages are not included in a report. Diagnostic info carries no message text, subjects or addresses. Only a screenshot you choose to add shows what was on the screen.