Support and Technical Issues
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Bug Reports

We're constantly working to improve the CountingWorks PRO platform to ensure it keeps up with our customers' needs. However, we have processes in place to manage the release of our features and bug fixes.

When a bug is submitted, our team works to prioritize the issue. We will access the feature’s behavior and determine if the bug is critical or non-critical. During this process, we will determine the following:

  • Whether the system or feature is down

  • How the feature is preventing users from performing a task without a workaround

  • How the fix will impact the performance or stability of our platform

  • How many people are affected by the bug

  • If we can provide a workaround until the bug is fixed

Our support team will provide you with their best estimate of a release date for critical bugs or features once we have prioritized the bug and scheduled it into our next maintenance release.

For non-critical bugs, we will schedule into our maintenance and feature release queue based upon priority but cannot provide a specific time frame.

If you would like to report a bug, please send an email to

A bug report should have the following information:

  • What portal do you use? (Green, 2.0, 3.0)
  • What are you trying to do, what is the expected result and what is the actual result?
  • What browser are you using (go to this site and copy the link from the top section using the green copy button; it will look like this: "". You can then provide that link with your report which will tell us what browser you're using and if it is up to date). This is important because new browser updates can change things that we need to fix on our side OR using an outdated browser on your side can produce unexpected results and security issues.
  • Including screenshots or a video will really assist with the bug report so we can see exactly what is needed to reproduce the error.