To help us understand and resolve your issue efficiently, please provide as much detail as possible.
Your Name:
Your Email Address:
Your Phone Number:
App Name: (e.g., "CityTransit," "Route Navigator," "RideShareGo")
App Version Number: (e.g., 3.0.5, found in the app's settings or "About" section)
Your Device Model: (e.g., iPhone 15, Samsung Galaxy S24, Google Pixel 8, iPad Air)
Device Operating System (OS) and Version: (e.g., iOS 17.4.1, Android 14)
Is your device's operating system a beta version?
Is your app a beta/test version?
What type of issue are you experiencing? (Please select all that apply):
App Crashing or Freezing
App Running Slowly / Poor Performance
Incorrect Information (e.g., inaccurate schedules, wrong routes, outdated fares)
Feature Not Working (e.g., real-time tracking, ticketing, payment, alerts)
Login / Account Access Issues
Map / GPS / Location Accuracy Issues
Notification Problems (e.g., not receiving, irrelevant, too many)
Payment / Transaction Errors
User Interface (UI) / Display Glitches
Audio / Voice Navigation Issues
Other:
When did you first notice this problem? (Date and approximate time)
How frequently does this problem occur?
Always (Every time I try)
Frequently (Most of the time, e.g., 75% of attempts)
Sometimes (About half the time, e.g., 50% of attempts)
Rarely (Infrequently, e.g., less than 25% of attempts)
Only once
Please describe the problem in detail: (What were you trying to do? What happened unexpectedly? What did you expect to happen instead? Be as specific as possible about the symptoms.)
Can you consistently make this problem happen?
If yes, please list the exact steps you take that lead to the problem.
If no, what were you doing immediately before the problem occurred?
Which specific feature(s) were you interacting with when the problem occurred?
Live Bus/Train Tracking
Journey Planner
Mobile Ticket Purchase
Account Profile
Favorites
Service Alerts
Navigation
Other:
If the issue relates to a specific journey, location, or transport line, please provide:
Starting Point (or current location): (e.g., "My current GPS location," "Main Street Station," "Exact Address/Landmark")
Destination Point: (e.g., "City Hall," "Specific Address/Landmark")
Date and Approximate Time of Journey:
Specific Transport Mode(s) Involved:
Bus
Train
Subway/Metro
Tram
Ferry
Ride-share
Bike-share
Other:
Specific Route/Line Number (if applicable): (e.g., "Bus Route 23A," "Subway Blue Line")
Direction of Travel (if applicable): (e.g., "Northbound," "Towards Downtown")
If the issue involves payment or ticketing:
Type of Ticket/Pass:
Single Journey
Day Pass
Monthly Pass
Specific Zone Ticket
Other:
Payment Method Used:
Card
Digital Wallet
Stored Balance
Other:
Transaction ID or Reference Number:
Amount of Transaction:
Date and Time of Transaction:
Did you see any error messages or codes on your screen?
If yes, please write the exact text here:
Do you have any screenshots or screen recordings of the problem?
If yes, please upload the screenshots or screen recordings to your support request.
Description | Upload File | ||
|---|---|---|---|
A | B | ||
1 | |||
2 |
What type of internet connection were you using?
Wi-Fi (Private/Public)
Mobile Data (4G/5G)
No Connection / Offline
Was your device's Location Services / GPS enabled for the app?
Were you indoors or outdoors when the problem occurred?
Indoors
Outdoors
Both (e.g., the problem persists regardless of location)
What steps, if any, have you already tried to resolve the issue yourself?
Restarted the app
Restarted my device
Reinstalled the app
Cleared app cache/data
Checked internet connection
Updated the app
Please provide any other relevant information, observations, or details that you think might help us diagnose and fix the problem:
App Support Form Insights
Please remove this app support form insights section before publishing.
This app support form is meticulously designed to extract comprehensive information from users experiencing issues with a transportation app. Here's a detailed insight into each section and why it's crucial for effective problem resolution:
Overall Goal: The primary goal of this form is to transform a user's potentially vague complaint into actionable, structured data that support teams can use to diagnose, reproduce, and resolve issues efficiently. It aims to minimize back-and-forth communication, leading to faster resolution times and improved user satisfaction.
1. Your Contact Information:
2. App and Device Details:
3. Problem Description:
4. Steps to Reproduce the Issue:
5. Specific Feature & Contextual Details:
6. Error Messages & Attachments:
7. Network and Location Environment:
8. Troubleshooting Steps Already Taken:
9. Additional Comments:
By systematically gathering this level of detail, the support team can more rapidly move from identifying a problem to understanding its root cause, and ultimately, to providing a targeted and effective solution.
Mandatory Questions Recommendation
Please remove this mandatory questions recommendation before publishing.
Here are the questions that can be considered mandatory on the provided transport app support form, along with the detailed reasoning for each:
Mandatory Questions and Why They Are Essential:
While questions like "Your Name" or "Optional Phone Number" are useful for communication, the ones listed above are the absolute minimum required to even begin a technical investigation and provide meaningful support for a problem within a transportation application.
To configure an element, select it on the form.