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Как написать в поддержку и что приложить

2 мин. чтения

The clearer the question is described, the faster the answer. Here is what to attach to your request so that you do not exchange messages for a week.

What to write #

Three things, and that is almost always enough:

  1. What you were doing. «The employee was submitting results for the Trampoline zone» is clearer than «it does not work».
  2. What you expected to see and what you saw instead.
  3. When it happened — the date and the approximate time. That is how we find the right record.

It helps to add where exactly it happens: in your account or on the employee's tablet. These are different programs and we look in different places.

Attach a screenshot #

A screenshot saves the most time — it shows both the figures and which version is open. How to take one:

  • Android tablet or phone: press and hold the power button and the volume-down button at the same time. The shot goes to the gallery.
  • iPhone or iPad: press the power button and the volume-up button at the same time (on older models — power and the round «Home» button).
  • Windows computer: the Windows + Shift + S keys, select the part of the screen you need with the mouse, then paste the image into your message.

Снимайте the whole screen, not just one area: often the cause is visible exactly at the edges — in the header, in the zone name, in the date.

Open access if we ask to look #

Sometimes it is faster to look once than to ask ten times. For this there is a toggle in Settings «Support access»: while it is off, nobody can sign in to your account, including the platform administrator.

The order is simple: turned on for the investigation — we looked — turned off. More detail in the article about support access.

What you need not do #

  • There is no need to retell the error text in your own words — a screenshot is better. It is easy to lose in paraphrase the very word that makes everything clear.
  • There is no need to delete and recreate anything «just to try». More often that complicates the investigation than helps: the history goes along with the object.
  • There is no need to waitif the money is counted incorrectly. The fresher the case, the easier it is to find.

Before you write #

Have a look at the article «What to do if something does not work». Half of all requests are closed there by the very first point: close the app and open it again.