# What should support do when it can't reproduce a bug?

> When a bug won't reproduce, stop trying to recreate it and look at the customer's real environment instead: their logs, traces, configuration, feature flags, and data for the exact time it happened. Most cannot-reproduce bugs depend on something specific to that account.

Canonical: https://www.decimal.app/glossary/escalations/what-to-do-when-support-cannot-reproduce-a-bug · Last reviewed: 2026-09-23

When a bug won't reproduce, stop trying to recreate it and look at the customer's real environment instead: their logs, traces, configuration, feature flags, and data for the exact time it happened. Most cannot-reproduce bugs depend on something specific to that account.

## Where the difference usually hides

- Feature flags or plan-level settings that differ from your test account
- Data shape, size, or a specific record that triggers an edge case
- Region, browser, SDK version, or integration version
- Timing: race conditions, retries, or a deploy mid-session

## What to ask the customer for

- The exact time it happened, with time zone
- A request ID or error ID if the product shows one
- Whether it happens for every user on the account or just one

Decimal investigates against the customer's production evidence, which is where these bugs live. See [cannot reproduce](https://www.decimal.app/glossary/cannot-reproduce) and [X-Request-ID](https://www.decimal.app/glossary/x-request-id).

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