Reporting Autofill Issues

How to report autofill issues to Keeper

Overview

Starting with version 17.1 of the Keeper Browser Extension, we have drastically increased the speed at which we can resolve autofill issues while also training Keeper's Machine Learning models to safeguard autofill accuracy across the web.

We've introduced a new "Snapshot Tool" in the Keeper Browser Extension that greatly simplifies the process of fixing autofill issues on customer-owned websites or internal tools that were previously difficult for our engineers to access. By submitting a snapshot to our team, we can turn around site-specific autofill improvements in a matter of minutes.

Reporting Autofill Issues with the Snapshot Tool

To report an Autofill Issue, there are 2 locations to access this feature: From the on-page form fill and the browser extension toolbar.

On-Page Form Fill

From the on-page form filling screen, click on the overflow menu > Report an Autofill Issue

Browser Extension Toolbar

From the browser extension toolbar window, click on the overflow menu > Report an Autofill Issue.

Submitting Snapshots & Reporting Issues

Next, click Take Snapshot to take a screen capture of your browser window.

If you are having trouble with a website's login page, simply select Report an Autofill Issue from the extension Options menu or from the fill tool.

Report Issue from the Extension Toolbar

Report Issue from the Fill Tool

Click Take Snapshot to take a screen capture of your current browser window. Click Next: Preview to review exactly what data will be sent to Keeper, ensuring there is no confidential information included before you proceed.

Take Snapshot

Next: Preview

Next, select from the provided list of autofill issues or describe your own.

Keeper will NOT send credentials or confidential information. We only send the screenshot and HTML page structure exactly as displayed in the preview window.

Click Report Issue to send the information to the Keeper Team.

If you need to re-submit an issue for a website, return to the extension toolbar or fill tool and click Report an Autofill Issue > Retake.

Snapshot Resolution

The Keeper team will promptly receive the necessary information to diagnose and resolve the filling issue. Once a solution is implemented, an update will be released to all customers. You will receive an email notification confirming the update. In many cases, site-specific fixes can be turned around within the same day.