Summary
We’re unable to assist end users directly. For any queries or issues, users should first contact their organisation’s admin, who has been trained to carry out initial troubleshooting. If the issue can’t be resolved at that stage, the admin can raise a ticket with us via Zendesk
Depending on the query or issue raised, to assist you efficiently and promptly, we require as much information as possible.
To raise a query or issue, please:
- Go to our support portal.
- Sign in with your institution's details.
- Submit a request and provide the required information.
Information to Include
The information you will need to include for all support queries includes:
- Email address
- Tracker make and model
- Phone make and model
- OS Version
In addition to the above, depending on the issue, we may require:
For points issues:
- Screenshot of the user's activity on their tracker.
- Screenshot of the user's activity on the Moves + app.
- Screenshot showing that data sharing is enabled.
- Screenshot showing the tracker is successfully connected.
- To ensure that the points haven’t carried over to the next day, a screenshot showing the activity accumulated on the following day is also helpful.
For Challenge issues:
- Screenshot showing the Challenge.
- Screenshot showing within the Challenge / how it shows on the app for the user.
- Screenshot of the user's activity both on the Moves+ app and your tracker if related to a Challenge progress/completion issue.
For Public/Private Group issues:
- Screenshot showing the Group.
- Screenshot showing the specific issue.
For Friend issues:
- Screenshot showing the Friend.
- Screenshot showing the search/outcome.
- Screenshot with any additional key information.
Password Reset Issue
- Ensure that users open and click on the password reset email within 60 minutes of it being received (i.e., the link is only valid for 60 minutes).