Support / Customer Support / Troubleshooting

Tips / Steps

• Test the issue yourself, if possible
• Try to get as much info from the customer or from the Dashboard as possible (ie. if a request comes in, look them up. See if they are a user, see if they have any previous or current purchases.)
  • Anything you can do to get to the problem and solution faster will be helpful.
  • Knowing their device/device type is important if they are having an app issue.
• Direct them to delete the app and reinstall
  • This solves a lot of app issues.
• Know when we’ve pushed a release
  • This means we may need to be on the lookout for any bugs or widespread issue, and also could mean the customer needs to delete and reinstall the app if they are having a backwards compatibility issue.
• Report any app issues to Bobby
  • It’s good for him to have a sense of what issues people are having in case there is a bug he needs to fix or a common problem we need to make a change to the app to fix.