Get Help With Your Financial Tool

Please provide as much detail as possible to assist us in diagnosing and resolving your problem.

Contact Information

Your Name:

Email Address:

App Store/Marketplace Purchase ID:

Account ID:

Device and App Information

App Name:

App Version:

Operating System Version:

Device Model:

Device Language Setting:

Region/Locale Setting:

Problem Description

Problem Category: (Please select the most relevant option)

Subject: (A brief, one-sentence summary of the issue)

Detailed Description of the Problem: (Please describe the issue in detail. What were you trying to do? What happened? What did you expect to happen?)

Specific Calculation Issues (if applicable)

If your issue is related to a calculation error, please fill out this section.


Which calculator were you using?

Inputs Used: (Please list all the values you entered into the calculator. Be as precise as possible, including decimal places and currency.)


  • Input Field 1 Name: [e.g., Principal Amount]
  • Input Field 1 Value: [e.g., 250000]
  • Input Field 2 Name: [e.g., Interest Rate]
  • Input Field 2 Value: [e.g., 5.5%]
  • ...and so on for all relevant fields


Input Field

Value Entered

Notes

Expected Value

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Expected Result: (What result did you expect to get?)

Actual Result: (What result did the app show you?)

Steps to Reproduce the Problem

How can we replicate the issue? (Please provide a step-by-step guide so we can see the problem for ourselves.)

Does the issue occur consistently?

Additional Information

Have you tried any troubleshooting steps? (e.g., restarting the app, reinstalling the app, restarting your device)

Please specify below:

Please provide any additional comments or information that you think would be helpful. (e.g., screenshots, screen recordings, error messages you saw)

Information

Upload File

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App Support Form Insights

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This app support form is well-structured and comprehensive, designed to gather the precise information needed to troubleshoot issues specific to financial calculator applications. Here's a detailed analysis of its strengths and insights into why each section is crucial.

Contact Information

  • Strength: This section is a standard and essential starting point. It collects the bare minimum of information needed to follow up with the customer.
  • Insight: The inclusion of "App Store/Marketplace Purchase ID" is particularly valuable. In a world of digital purchases and subscriptions, this unique identifier can be a key to verifying the user's license, accessing their account details (if applicable), and even providing refunds if necessary. This helps avoid fraud and ensures the support team is interacting with a legitimate customer.

Device and App Information

  • Strength: This is a diagnostic goldmine. The questions here are designed to isolate the problem from user-specific environmental factors.
  • Insight:
    • App Name & Version: This is the most fundamental piece of information. The support team needs to know exactly which product and which iteration of the product the user is experiencing a problem with. Bugs are often version-specific.
    • Operating System & Device Model: This is critical for mobile app support. Bugs can be unique to a specific OS version (e.g., a new iOS update introduces a bug) or even a specific device model (e.g., a display glitch that only appears on a particular screen size). Knowing this helps developers replicate the issue in a controlled environment.
    • Device Language & Region/Locale Setting: This is an excellent addition, especially for a financial app. Financial apps often deal with localization issues, such as currency symbols, number formatting (e.g., using a comma vs. a period for decimals), and specific regional financial rules. A calculation that works perfectly in one locale might fail in another due to a simple formatting discrepancy. This question helps pinpoint such issues immediately.

Problem Description

  • Strength: This section is a well-designed filter, guiding the user to categorize their problem before providing a detailed description.
  • Insight: The "Problem Category" dropdown serves two primary purposes:
    1. Efficient Triage: It allows the support team to quickly route the request to the right department or specialist (e.g., a developer for a crash, a UX designer for a display issue).
    2. User Guidance: It helps the user articulate their problem. Instead of a vague "it's not working," they are prompted to think about the type of issue, which leads to a more focused and helpful description. The "Subject" and "Detailed Description" fields then allow for a comprehensive narrative of the issue.

Specific Calculation Issues

  • Strength: This is the most crucial part of the form for a financial calculator app. It transforms a generic bug report into a detailed, data-driven report of a calculation error.
  • Insight:
    • "Which calculator were you using?" This is a key first step, as a suite of financial calculators will likely have unique bugs for each type (e.g., a mortgage calculator bug is distinct from a loan amortization bug).
    • "Inputs Used," "Expected Result," and "Actual Result": These fields are the heart of a bug report for a calculation app. The support team and developers can't fix a calculation error without the exact numbers that caused it. This section effectively creates a test case. Providing the user's expected result is also vital, as it helps the support team understand the user's assumption and determine if the issue is a bug in the app's code or a misunderstanding of the financial principle itself. This is a common and important distinction in financial apps.

Steps to Reproduce the Problem

  • Strength: This section is a standard but vital part of any effective bug report form.
  • Insight: The value here is in giving the user a structured way to explain how they encountered the bug. A bug that can be consistently reproduced ("Does the issue occur consistently?") is much easier and faster to fix than an intermittent one. The step-by-step guide is the most important element for a developer to replicate the issue and pinpoint the source of the problem.

Additional Information

  • Strength: This section provides a catch-all for any information that didn't fit into the structured parts of the form.
  • Insight: The question about "troubleshooting steps" helps prevent wasted time. If a user has already tried common fixes like reinstalling the app, the support team knows to move directly to more advanced diagnostics. The ability to attach screenshots or screen recordings is a powerful tool. Visual evidence of a UI glitch, a crash, or a specific calculation result is often more informative than a written description alone. It adds context and clarity that text can't always convey.

Mandatory Questions Recommendation

Please remove this mandatory questions recommendation before publishing.


Based on the app support form, the following questions are the most critical and can be considered mandatory for effective support and resolution. These questions form the core of a problem report and without them, the support team would struggle to even begin the diagnostic process.

Mandatory Questions and Their Rationale

1. Contact Information: Your Name & Email Address

  • Why it's mandatory: This is the most fundamental requirement. Without a name and a valid email address, the support team has no way to respond to the user, ask for more information, or inform them when the issue is resolved. It's the essential link between the problem and the person reporting it.

2. App Name & App Version

  • Why it's mandatory: This is the absolute minimum technical information needed. A company that sells multiple apps needs to know which product the user is having a problem with. More importantly, the app version tells the support team exactly which codebase and feature set they are dealing with. Bugs are often specific to a particular version, and without this information, a support agent might waste time investigating a problem that has already been fixed in an update.

3. Detailed Description of the Problem

  • Why it's mandatory: This is the "what" of the problem. While other questions help categorize and narrow down the issue, this free-text field allows the user to explain, in their own words, what is wrong. It provides the context, the user's intent, and the outcome they experienced. Without this description, the support team has no idea what they are supposed to be looking for.

4. Which calculator were you using? (If a calculation issue)

  • Why it's mandatory: This question is the single most important one for calculation-related issues. A financial app is a collection of distinct calculators (e.g., mortgage, compound interest, loan amortization). A bug in one calculator does not mean a bug in all of them. Knowing which specific tool the user was interacting with is the first step in isolating the problem.

5. Inputs Used

  • Why it's mandatory: This is the "how" of a calculation problem. A calculation error cannot be diagnosed or replicated without knowing the exact numbers the user entered. This section provides the key data points that allow a developer to create a test case, run it through the app's code, and see if they get the same incorrect output. Without the inputs, the problem is a black box, and the support team can only guess at the cause.

Why Other Questions are Highly Recommended but Not Strictly Mandatory

  • App Store/Purchase ID: Very helpful for verification and account access, but support can often proceed without it.
  • Device & OS Information: Extremely valuable for diagnosing environmental bugs (e.g., a glitch on a specific phone model), but a core calculation error might be reproducible on any device. The problem might be in the logic, not the environment.
  • Problem Category: Speeds up triage and routing, but a detailed description can often provide the same information.
  • Expected Result: Crucial for understanding the user's intent and differentiating a bug from a misunderstanding, but the actual bug can often be diagnosed by comparing the app's output against the correct financial formula.
  • Steps to Reproduce: Highly valuable for debugging, but some bugs might be intermittent or the result of a single, non-repeatable event. A detailed description of the event might be enough.
  • Additional Information (Screenshots, etc.): A picture is worth a thousand words, but support can often work with a detailed text description alone.

In summary, the mandatory questions are those that establish who is reporting the problem, which app and version they are using, what the problem is in general terms, and, for financial apps specifically, which calculator and what inputs were used to produce the incorrect result. These five data points form the foundation of any actionable support request for this type of application.

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