Thank you for contacting our support team. To help us resolve your issue as quickly as possible, please provide as much detail as you can in the sections below.
Please provide the details associated with your account so we can locate your profile.
Your Name:
Email Address:
Phone Number:
App User ID/Account Number:
This information helps us understand the technical environment in which the issue occurred.
Device Type:
Operating System Version:
App Version:
How are you connected to the internet?
Please describe the problem you are facing in as much detail as possible.
Date and Time of Issue:
What were you trying to do?
Submit a new loan application
Make a payment
View my loan statement
Log in
Other:
Please describe the issue in your own words:
(What happened? What did you expect to happen instead? How often does this happen?)
Did you see any error messages?
If yes, please write the exact text of the error message:
Have you tried any of the following troubleshooting steps?
Restarting the app
Reinstalling the app
Restarting your device
Clearing the cache/data
Checking for app updates
Other:
Please check the box that best describes your problem. This helps us direct your ticket to the right specialist.
Loan Application Issues
I am unable to submit a new application. My application is stuck in "Pending" status.
I received an error during the application process.
The app is requesting documents I have already uploaded.
I'm having trouble with the identity verification process (KYC/ID check).
Loan Management & Repayment Issues
My loan balance/statement is incorrect. I am unable to make a payment.
My payment was processed but not reflected in the app.
I'm having trouble setting up or managing automatic payments.
My loan is not appearing in the app.
Account Access Issues
I can't log in to my account. I forgot my password and the reset process is not working.
My login credentials are not being accepted.
The app is asking for a security code or PIN that I did not set up.
I am having issues with biometric authentication (fingerprint/Face ID).
Display & Performance Issues
The app is crashing or freezing.
Parts of the app are blank or not loading correctly.
The app is very slow or unresponsive.
Buttons or links are not working.
The screen layout looks wrong or cut off.
Other Issues
I have a question about a fee or charge.
I did not receive a notification I was expecting.
I need to update my personal information.
I am experiencing a security or fraud concern.
Other (please describe below):
Thank you for your time. Your detailed feedback is invaluable to us. Our support team will review your submission and get back to you as soon as possible.
App Support Form Insights
Please remove this app support form insights section before publishing.
This support form is excellent because it is structured to gather all the necessary information upfront, which significantly speeds up the troubleshooting process. Here's a breakdown of the detailed insights into each section:
Purpose: This section is foundational. It ensures the support team can correctly identify the user's account and has reliable contact details to provide a resolution.
Why it's effective: Asking for the App User ID/Account Number is key. It allows the support agent to bypass a lot of manual searching and immediately access the user's profile and history, which is crucial for a financial app where account context is everything.
Purpose: This section is vital for diagnosing technical issues. Many problems are not universal; they are specific to a certain device, operating system, or app version.
Why it's effective: Knowing the Device Type and Operating System Version helps the team pinpoint potential compatibility issues. The App Version is especially important for identifying bugs that may have been fixed in a newer release or were introduced in a specific update. The internet connection detail helps rule out simple connectivity problems.
Purpose: This is the core of the form, designed to get the user's side of the story in a structured way.
Why it's effective: The combination of open-ended questions (What were you trying to do?, Please describe the issue in your own words) and specific questions (Did you see any error messages?) is powerful. The open-ended questions give the user a chance to provide a narrative, which often contains subtle clues. The request for the exact text of any error message is critical, as this text is often tied to specific log entries or internal system errors that developers can quickly identify.
Purpose: This is a fantastic triage tool. By having the user self-categorize the problem, the ticket can be routed to the appropriate team much faster.
Why it's effective: Instead of all tickets going to a general queue, a "Loan Application Issues" ticket can go directly to a team that handles new applications and KYC, while an "Account Access Issues" ticket can go to a security or authentication specialist. This prevents agents from wasting time transferring tickets and gets the user a response from an expert sooner. The "Other Issues" category is a great catch-all for anything that doesn't fit the predefined categories, ensuring no issue is left without a place to be described.
Mandatory Questions Recommendation
Please remove this mandatory questions recommendation before publishing.
Based on the support form, the mandatory questions are those that are absolutely essential for a support agent to even begin troubleshooting. I would categorize them as follows:
These questions are mandatory because they form the absolute minimum dataset required for a support team to not only understand the problem but also to have the necessary tools to investigate and communicate a solution back to the user.
To configure an element, select it on the form.