To help narrow things down as quickly as possible are you or the customer contact able to provide any of the following details?
- Platform affected
- Is the issue occurring on Androids, iPhones, or both?
- Timing
- Approximately when did the issue start?
- Do we know when the app last worked successfully for the affected users?
- Scope
- Does this affect all users, or only specific users/devices?
- If limited, are there any common factors (same account, same device type, etc.)?
- Error details
- Are any error messages shown? If so, please share the exact wording.
- Screenshots are helpful if available.
- Recent changes
- Were there any recent updates to the app, device OS, or network environment prior to the issue?
Once we have this information, we can investigate further and keep you updated on next steps.