Get the Most From Your Digital Planner

Thank you for reaching out to our support team!

Please fill out this form with as much detail as possible to help us quickly identify and resolve your issue.

User & Device Information

(Helps us identify compatibility issues.)


Full Name:

Email Address:


App Version (e.g., 2.5.1):

Device Type (e.g., iPhone 15):


Operating System (e.g., iOS 17.5):

Marketplace Where App Was Purchased (e.g., Apple App Store, Google Play, Amazon Appstore):

Issue Description

(Be as specific as possible.)


Type of Issue (Select all that apply):

When Did the Problem Start? (e.g., After last update, After OS upgrade):

Steps to Reproduce the Issue (Describe what you were doing when the issue occurred):

Syncing & Backup Issues (If applicable)

Cloud Service Used (e.g., iCloud, Google Drive, Dropbox):

Are Files Visible in Cloud Storage?

Last Successful Sync Date/Time:

Error Message Received (If any, please provide exact wording):

Crash/Freeze Details (If applicable)

Does the App Close Unexpectedly?

Frequency of Crashes (e.g., Every time I open, Occasionally):

Actions Leading to Crash (e.g., Opening a specific planner, Adding a sticker):

Error Code/Message (If shown):

Data Loss or Corruption (If applicable)

What Data is Missing?

Did You Recently Restore from Backup?

Was Data Backed Up Before the Issue?

Payment & Subscription Issues (If applicable)

Purchase Date:

Order/Receipt Number

Description of Issue:

Additional Information

Have You Tried Troubleshooting?

Please provide screenshots or screen recordings of the issue if available.

Upload File

Notes

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Any Other Relevant Details:


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


App Support Form Insights

Please remove this App Support Form Insights section before publishing.


Here’s a detailed breakdown of the Digital Planner App Support Form, explaining the purpose, structure, and reasoning behind each section to maximize efficiency in troubleshooting:

1. Purpose of the Form

  • Streamlines Support Requests: Ensures users provide essential details upfront, reducing back-and-forth emails.
  • Prioritizes Issues: Helps categorize problems (e.g., crashes vs. syncing) for faster routing to specialized teams.
  • Identifies Patterns: Aggregates data to spot recurring bugs (e.g., iOS 17.5 crashes) for future updates.

2. Section-by-Section Insights

A. User & Device Information

Why it matters:

  • App Version: Critical for identifying if the issue is fixed in a newer update.
  • Device/OS: Reveals hardware-specific bugs (e.g., iPad Pro display glitches) or OS incompatibility.
  • Marketplace: Determines if the issue is store-related (e.g., subscription failures on App Store vs. Google Play).

Improvement Tip:

  • Add a prompt for users to enable "Automatic Updates" if their app version is outdated.

B. Issue Description

Why it matters:

  • Checkboxes: Quickly sorts issues into buckets (e.g., "Syncing" vs. "Crashing") for triage.
  • Repro Steps: Helps developers replicate the bug (e.g., "Crash occurs when exporting as PDF").

Improvement Tip:

  • Include a severity scale (e.g., "How disruptive is this issue? Low/Medium/High").

C. Syncing & Backup Issues

Why it matters:

  • Cloud Service: Rules out third-party API problems (e.g., Google Drive rate limits).
  • Last Successful Sync: Identifies if the issue is recent or persistent.

Common Fixes:

  • If files aren’t visible in cloud storage, guide users to check permissions or relink accounts.

D. Crash/Freeze Details

Why it matters:

  • Frequency: Distinguishes one-time glitches (e.g., low memory) from critical bugs.
  • Actions Leading to Crash: Points to faulty features (e.g., "Freezes when adding custom stickers").

Improvement Tip:

  • Request device logs (for advanced troubleshooting) if crashes are frequent.

E. Data Loss or Corruption

Why it matters:

  • Backup Status: Determines recoverability (e.g., "No backup" may require forensic recovery).
  • Missing Data Type: Highlights vulnerable features (e.g., notes vs. calendar entries).

Proactive Measure:

  • Add a warning to encourage regular backups in the app’s UI.

F. Payment & Subscription Issues

Why it matters:

  • Receipt Number: Mandatory for App Store/Google Play refunds or escalations.
  • Issue Type: Reveals if the problem is on the app’s end (e.g., entitlement failure) or the store’s (e.g., billing error).

Best Practice:

  • Link to marketplace-specific subscription management guides (e.g., Apple’s "Report a Problem" page).

G. Additional Information

Why it matters:

  • Troubleshooting Attempts: Avoids redundant steps (e.g., "Already reinstalled the app").
  • Screenshots/Video: Visual evidence is invaluable for UI bugs or error messages.

Improvement Tip:

  • Add a file upload option or link to a cloud folder for large attachments.

3. Hidden Benefits of This Structure

  • Data-Driven Decisions: Aggregated responses can reveal trends (e.g., "60% of crashes occur on Android 14").
  • User Education: The form subtly teaches users where to find app version/OS details, reducing future queries.
  • Automation Potential: Fields like "App Version" can trigger canned responses (e.g., "Update to v3.2 to fix this").

4. Suggested Upgrades for Advanced Use

  1. Integration with Analytics: Auto-populate device/app version if the user submits via in-app support.
  2. Dynamic Follow-Ups: If "Crashing" is selected, show a sub-form requesting crash logs.
  3. Multilingual Support: Dropdown to submit the form in different languages (without localizing content).

5. Pitfalls to Avoid

  • Overwhelming Users: Balance detail with simplicity—optional fields prevent abandonment.
  • Ignoring Edge Cases: Add an "Other" field for rare issues not covered by checkboxes.

This form isn’t just a tool for support—it’s a diagnostic engine that turns user complaints into actionable insights. By refining it over time (e.g., adding FAQs based on common submissions), you can reduce resolution time and improve user satisfaction.


Mandatory Questions Recommendation

Please remove this mandatory questions recommendation before publishing.


Here’s a breakdown of the mandatory questions in the Digital Planner App Support Form, along with the rationale for requiring each:

1. Email Address

Why Mandatory?

  • Primary Contact Point: Ensures the support team can follow up with solutions or clarifications.
  • Account Linking: Helps verify purchases/subscriptions if the issue is payment-related.
  • Avoids Anonymous Reports: Reduces spam or duplicate submissions.

Alternative: If users are logged into the app, auto-fill this field.

2. App Version

Why Mandatory?

  • Bug Isolation: Determines if the issue is fixed in a newer version (e.g., "Update to v2.6 resolves this crash").
  • Update Compliance: Identifies users on unsupported/outdated versions needing forced upgrades.

Tip: Add a link to instructions for finding the version (e.g., Settings > About).

3. Device Type & Operating System

Why Mandatory?

  • Platform-Specific Bugs: Some issues only occur on certain devices (e.g., iPad Pro screen artifacts) or OS versions (e.g., iOS 17.5 bugs).
  • Compatibility Checks: Filters problems caused by unsupported devices (e.g., Android 10 on a newer app).

Example: *"This feature requires iOS 16+ or Android 12+"*.

4. Type of Issue (Checkboxes)

Why Mandatory?

  • Triage Efficiency: Directs tickets to the right team (e.g., syncing → backend; crashes → developers).
  • Pattern Recognition: Flags widespread issues (e.g., sudden spike in "Data Loss" reports after an update).

Tip: Use conditional logic—selecting "Crash" could trigger additional mandatory crash-log fields.

5. Steps to Reproduce the Issue

Why Mandatory?

  • Bug Replication: Developers can’t fix what they can’t reproduce. Detailed steps are critical.
  • User Error Detection: Reveals if the issue stems from incorrect usage (e.g., "Tried to import an unsupported file format").

Example: "1. Open planner → 2. Tap export → 3. Select PDF → 4. App crashes".

6. For Payment/Subscription Issues: Order/Receipt Number

Why Mandatory?

  • Verification: Required by app stores (Apple/Google) to process refunds or investigate billing errors.
  • Fraud Prevention: Validates legitimate purchase claims.

Tip: Link to a guide on locating receipts (e.g., Apple App Store Purchase History).

Why Other Fields Are Optional

  • Name: Not needed for troubleshooting (email suffices).
  • Screenshots: Helpful but not always possible (e.g., crashes may prevent screenshots).
  • Troubleshooting Attempts: Useful but shouldn’t delay submission.

Key Considerations for Mandatory Fields

  1. User Friction: Balance necessity with convenience—too many mandatory fields increase form abandonment.
  2. Fallback Options: If a user can’t provide a receipt number (e.g., deleted email), allow alternate proof like transaction IDs.
  3. Error Handling: Clearly label mandatory fields with asterisks (*) and validate formats (e.g., valid email).

Pro Upgrade: Use progressive profiling—collect minimal data upfront, then ask for details in follow-ups.

By mandating these specific fields, you ensure the support team receives actionable data while respecting users’ time.

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