As much as we strive to provide you with a smooth experience while using Meetup, bugs and technical issues may happen occasionally. Our team is always working on addressing these problems as promptly as possible, but we recognize the process can be a bit opaque to our customers. In this article, we hope to provide you with some insight into how we manage and prioritize bug fixes.
Bug report
The process kicks off once a customer reports a bug via the contact form dedicated to Technical Issues. This initiates a process within our development team to investigate and address the issue.
| 💡 To stay informed about the progress of bug fixes, we encourage you to refer to our Meetup Progress Tracker, as it provides an accurately updated list of all the bugs we managed to fix or are working on to fix. |
First response & escalation
Once you submit your report, you'll get an automated email confirming that it was received by the team, along with a reference ticket #. This email will also include any relevant troubleshooting steps that you can follow autonomously to get to a quick resolution. If the initial steps don't work you must reply to the email to escalate the ticket. If you don't, the ticket will automatically be closed after 20 days—you can reply to the original ticket at any time to reopen it.
Investigation
If you request an escalation, our team will take care of investigating the issue. It's important to note that the resolution timeline for each bug can vary significantly based on several factors, including its severity, complexity, reproducibility, and how many Meetup users may be impacted.
Follow ups
As much as we'd like to provide a custom response to each and every ticket, we believe our time is better invested in investigating and resolving reported issues. For this reason, you’ll receive a personal follow-up reply only in the event that the first suggestions can’t help in your case or if we need additional details for our investigation.
Best practices
When you reach out to us to submit a bug report, keep in mind the following guidelines to help streamline the process:
- Avoid submitting tickets on behalf of others (for instance: on behalf of a member who reported an issue to you as the organizer of a group they’re part of). Instead, encourage them to submit a ticket themselves and follow the instructions available in this article, as we won’t be able to address any issues coming from anyone other than the person who is directly impacted.
- To ensure efficient handling of your report, please submit one bug per ticket. This allows us to categorize and prioritize issues more effectively.
- When submitting a bug report, please choose the category that best describes the issue you're experiencing. This helps us route your report to the appropriate team for investigation.
- When submitting your bug report, be as clear as you can in your description and include as many details as you can, such as screenshots and possibly screen recordings of your experience.
- If your inquiry pertains to account management or billing-related matters, please use the dedicated sections on our contact form.