Summary
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 user's activity on their tracker.
- Screenshot of user's activity on the Moves + app.
- Screenshot showing that data sharing is enabled.
- Screenshot showing 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 be helpful.
For Challenge issues:
- Screenshot showing the Challenge.
- Screenshot showing within the Challenge / how it shows on the app for the user.
- Screenshot of 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).