APP Troubleshooting Process

If a business contacts us about one of our apps not behaving as it should then our first step is to try and replicate the issue. For example if a merchant calls and advises that the Gift cards app is not loading cards sold through the Register app then we’ll want to test this on one of our internal devices. If we find that our app is behaving as expected then there could be something specific the merchant is doing or related to their account causing the issue. Walk them through the process and get them to confirm any errors on screen at the point they happen so we can see where the issue may be presented. It is always worth getting the merchant to complete a reboot if they are experiencing issues on the device.

If the issue persists even through troubleshooting then you’ll want to ensure the merchant is on the most stable app version released (can be requested through Simon) and this will be updated upon their next reboot. If this doesn’t resolve things then sync the app via the in app option and query with Engineers (then follow Internal Technical Support/Info Required process)