When something goes wrong in the app, giving us clear details helps us fix it faster. Use this guide to gather the right information before you contact support.
What Information Should I Gather Before Contacting Support?
To help us find a solution quickly, gather as many details as possible about the problem you are seeing.
3 Key Things to Note:
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Describe the Problem Clearly:
- What exactly is not working (e.g., "The app crashes when I open the referrals")?
- Are you seeing any error messages? If yes, write down the exact text.
- When did the issue start? Is it always happening, or only sometimes?
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Steps to Reproduce:
- Can you list the exact actions you take that cause the problem? (Example: 1. Tap Profile. 2. Tap Settings. 3. Screen goes black.)
- Does the issue happen every time you follow these steps?
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Provide Relevant Technical Details:
- Tell us your device model (e.g., iPhone 15, Samsung Galaxy S24) and operating system (OS) version.
- Did you make any recent changes, like updating your device or installing a new app?
Why Is Giving Details So Important?
Specific information about your problem allows our support team to:
- Quickly Understand what is happening.
- Avoid Unnecessary Questions back-and-forth.
- Offer the Most Accurate and timely solution.
Still Need Help?
If you are unsure what specific issue needs to be fixed, try to describe the issue as clearly as possible. Our Concierge team is ready to help you diagnose and resolve your problem.
Frequently Asked Questions
Why do I need to provide my identity when talking to the Concierge team?
Providing your identity information helps our Concierge team access your account details to better diagnose and resolve your specific issue more efficiently.
Do screenshots or screen recordings really help?
Yes, attaching screenshots or a brief recording can speed up the resolution process for the team.
What are "Steps to Reproduce"?
These are the exact actions you took, in order, just before the problem happened. This helps our team recreate the error.
How long does it take for the Concierge team to respond?
Our Concierge team typically responds within 15 minutes, though some issues may require additional time for investigation and resolution.
Can I check the status of my support request?
You can check the status of your support request through the channel you used to contact our Concierge team. The agent you're communicating with can provide real-time updates on your case status