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Help Us Improve Your Creative Experience

Thank you for reaching out!

To help us resolve your issue quickly, please fill out this form with as much detail as possible.

User & Device Information

(Helps us identify compatibility issues)

 

Parent/Guardian Name:

Child’s Age:

Email Address:

Phone Number:

Device Type:

Device Model:

Operating System Version:

App Version:

Issue Description

(Helps us understand the problem)

 

What is the exact issue you’re experiencing?

App crashes/freezes

Feature not working (e.g., drawing tools, saving artwork)

In-app purchases not unlocking

Audio/sound problems

App won’t install/load

Performance lag/slowness

Account/login issues

Other:

When did the issue first occur? (e.g., after an update, new device, etc.)

Steps to Reproduce the Issue: (What were you doing right before the problem happened?)

Troubleshooting Steps Already Taken

(Helps avoid duplicate suggestions)

Restarted the app

Restarted the device

Reinstalled the app

Checked for app/OS updates

Cleared app cache/data (Android)

Verified internet connection

Other:

Additional Details

(Helps us narrow down the cause)

 

How often does this issue occur?

Every time (It happens consistently)

Intermittently (It happens sometimes, but not every time)

I'm not sure / Haven't tested enough

If "Intermittently" is selected, please describe when it typically occurs (e.g., after an update, at specific times of day, after using a certain feature, etc.):

Is the issue affecting one child profile or all profiles?

The issue affects all profiles.

The issue affects one specific profile.

I only have one profile.

 

If the issue involves saving/exporting artwork:

 

Where are you trying to save? (Device gallery, cloud, etc.)

Are you receiving an error message?

If yes, what does it say?

 

If the issue involves in-app purchases:

 

Purchase date:

Order/receipt number:

Is the purchase visible in app settings but not unlocked?

Media Attachments

Screenshots/videos of the issue:

Description / File Name

Upload File

A
B
1
 
 
2
 
 
3
 
 
4
 
 
5
 
 

Error messages (if any):

Contact Preferences

Preferred Contact Method:

Email

In-app support

Phone call

Best Time to Reach You (if applicable):

 

Thank you for your feedback! Our team will review your submission and respond as soon as possible.

 

App Support Form Insights

Please remove this app support form insights section before publishing.


Here’s a detailed breakdown of the Kids Creativity App Support Form, explaining the purpose and reasoning behind each section to ensure effective troubleshooting and customer support:

1. User & Device Information

Purpose:

  • Identifies compatibility issues tied to specific devices, OS versions, or app builds.
  • Helps distinguish between user-specific and widespread technical problems.

Key Insights:

  • Parent/Guardian Name (Optional): Provides accountability but remains optional for privacy.
  • Child’s Age: Helps determine if the issue is age-related (e.g., usability for toddlers vs. older kids).
  • Device Model/OS Version: Critical for diagnosing OS-specific bugs (e.g., iOS 17 crashes) or hardware limitations (e.g., older tablets lagging).
  • App Version: Confirms if the user is on the latest (or a buggy) version.

2. Issue Description

Purpose:

  • Categorizes the problem to route it to the correct team (e.g., crashes → developers; purchases → billing).
  • Eliminates vague descriptions like "app doesn’t work."

Key Insights:

  • Checkbox Options: Standardizes common issues (e.g., crashes, IAPs) for quick filtering.
  • Repro Steps: Reveals user behavior triggering the bug (e.g., "Crashes when exporting while offline").
  • Timing: Flags update-related regressions or device changes.

3. Troubleshooting Steps Already Taken

Purpose:

  • Avoids redundant suggestions (e.g., asking users to "restart the app" if they already did).
  • Assesses user tech-savviness to tailor responses.

Key Insights:

  • If a user skipped basic steps, support can guide them first.
  • Reinstallation flags potential corruption; cache clearing hints at data conflicts.

4. Additional Details

Purpose:

  • Isolates edge cases (e.g., single profile vs. app-wide issues).
  • Provides context for financial/account-related problems.

Key Insights:

  • Intermittent vs. Consistent Issues: Hardware issues are often intermittent; bugs are reproducible.
  • IAP Troubleshooting: Requires receipt validation for App Store/Google Play refunds or unlocks.
  • Saving/Exporting Problems: Distinguishes between permission errors, storage limits, or cloud sync failures.

5. Media Attachments

Purpose:

  • Visual proof of UI glitches, error messages, or corrupted artwork.
  • Videos capture transient bugs (e.g., freezes during animation).

Key Insights:

  • Screenshots of error codes expedite debugging.
  • Videos help replicate rare performance issues.

6. Contact Preferences

Purpose:

  • Streamlines communication based on urgency (e.g., billing issues → phone; crashes → email).

Key Insights:

  • Parents may prefer email for non-urgent issues or in-app support for convenience.

Why This Form Works for Kids’ Creativity Apps

  1. Balances Detail and Simplicity: Parents can skip non-critical fields (e.g., child’s age) but provide enough data for debugging.
  2. Structured Data for Analysis: Dropdowns/checkboxes allow support teams to quantify top issues (e.g., "30% of crashes occur on Android 12").
  3. Reduces Back-and-Forth: Covers all common troubleshooting paths upfront.
  4. Child-Specific Considerations: Accounts for multi-profile setups and age-related usability.

Mandatory Questions Recommendation

Here are the mandatory questions in the Kids Creativity App Support Form, along with their importance for effective troubleshooting and support:

1. Mandatory Questions & Why They’re Required

Device Type & Model

  • Why Mandatory?
    • Hardware/OS-specific bugs (e.g., crashes on older iPads, Android fragmentation).
    • Performance issues may stem from device limitations (e.g., low RAM).

Operating System Version

  • Why Mandatory?
    • Bugs often correlate with OS updates (e.g., iOS 17 breaking save functionality).
    • Ensures compatibility checks (e.g., app requires Android 10+).

App Version

  • Why Mandatory?
    • Confirms if the user is on a deprecated/buggy version.
    • Critical for identifying regression issues (e.g., "Broken in v2.1, fixed in v2.2").

Issue Description (Dropdown + Free Text)

  • Why Mandatory?
    • Dropdown standardizes reporting (e.g., "Crash" vs. "IAP issue").
    • Free text captures unique scenarios (e.g., "Crashes when using the glitter brush").

Steps to Reproduce

  • Why Mandatory?
    • Distinguishes user error from app bugs (e.g., "Taps ‘Save’ twice → crash").
    • Accelerates developer debugging.

Troubleshooting Steps Already Taken

  • Why Mandatory?
    • Prevents wasted time on basic fixes (e.g., if the user already reinstalled).
    • Identifies persistent issues needing escalation.

2. Conditionally Mandatory Questions

These become required only if certain issues are reported:

In-App Purchase (IAP) Issues → Order/Receipt Number

  • Why?
    • Proof of purchase for refunds/restores (App Store/Play Store policies).

Saving/Exporting Failures → Storage Location & Error Message

  • Why?
    • Permissions (e.g., denied gallery access) vs. cloud sync errors.

Account Issues → Email/Username Linked to Account

  • Why?
    • Required for account recovery or data syncing problems.

3. Why Other Fields Are Optional

  • Parent/Child Names: Privacy concerns; irrelevant for technical bugs.
  • Child’s Age: Only needed for UX/design feedback (e.g., "Buttons too small for toddlers").
  • Contact Preferences: Defaults to email if unspecified.

Key Rationale for Mandatory Fields

  1. Efficiency: Minimizes back-and-forth by capturing critical data upfront.
  2. Reproducibility: Developers need device/version details to replicate bugs.
  3. Financial/Policy Compliance: IAP issues legally require receipts.
  4. Prioritization: Structured data helps triage high-impact issues (e.g., crashes on latest iOS).

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