First of all, we’re sorry you’ve run into some hiccups with KCGN. Of course we want to make the KCGN experience as smooth as possible.

To ensure proper investigation and tracking of issues and problems, we’re currently focusing on collecting reports from our OTS through a standardised process.

Submit a Bug Report to KONAMI

In as much detail as possible, please follow the guideline headings below to submit a ticket detailing how the problem or issue you’ve encountered is affecting your KCGN experience. To make it easier to relay your information to the appropriate team, make sure you copy and paste the CAPITAL headings below into your ticket and replace the instructions that follow the CAPITAL headings with the relevant information for your specific situation.

• STORE NAME & KCGN ID: Your store name and KCGN ID
• COUNTRY: Country your store is located in
• TITLE: 'KCGN + A very clear description of the bug’
• DESCRIPTION: Bug reports need to be as comprehensive as possible and so any details on intermittency, constancy and/or workarounds are valid. 
• STEPS TO REPRODUCE: Precise steps are needed on how the bug was encountered. Think about a bullet list, in chronological order, of all the buttons you’ve clicked and actions you’ve done.
• ENVIRONMENT: All information regarding platform, OS, Browser (with version number), and device. 
• ERRORS: When encountering the bug, were any error messages displayed? (visual proof is a massive help here!)
• VISUAL PROOF: Any screenshots or short video always help. Keep in mind that our limit for attachments is 7 MB. IMPORTANT! TAG SCREENSHOTS AND VIDEOS WITH YOUR STORE KCGN ID!

I’m not sure how to describe my issue or what information you actually need.

If you’re not sure how to describe the issue you’re experiencing, here are some questions that may help you:

• What are you trying to do within the portal when the issue occurs?
• What is the expected result you want to achieve, and what happens instead? 
• Does the issue happen while doing only one specific action, or are there multiple triggers?
• Does the issue happen all the time, or on and off?
• Do you see any error messages when the issue occurs?
• Are you using a mobile device or a computer?
  • If on mobile, is it Android or Apple? What’s the OS version of your device?
  • If on a computer, is it a Windows, Mac, or other? What’s your OS version?
• Which browser were you using, with version and number?
• If you’ve used multiple devices and the issue happens on all devices, please, list them all.
• Did you find a way to temporarily resolve the issue on your end, to lessen the impact, or to achieve what you intended to do through another method? (workaround) If yes, please, describe what you do and how it helps with the issue you’re experiencing. 

What happens after I submit a bug report?

As you can imagine, investigating, tracking, and eventually fixing issues often requires time. After submitting your report, we will not be able to provide an immediate solution to the problem or issue you’ve outlined, however KONAMI shall use the information you shared to try and improve KCGN in the future for all our OTS!