Get support and keep the mobile app up to date

When something is unclear or not working, you can reach the gamitrack team from inside the product. This article also explains what to do if the phone app asks you to update.

Open a support ticket

1. In the admin console, open the Support page.
2. Start a new ticket and describe the problem in plain words. Say what you were trying to do, what you expected, and what happened instead.
3. Add details that help us find it quickly: the page or screen name, the order, invoice or shop involved, and the time it happened.
4. Submit the ticket. It appears in your list of tickets.

You can come back to the page at any time to see the status of your tickets and read replies from the team.

Make your ticket easy to solve

• Use one ticket for one problem.
• Include the person's name and role if the problem affects one user only, since screens differ by role.
• For payment questions, include the invoice number and the payment reference. See Your plan, invoices and the "I have paid" form.
• For phone issues, mention whether the phone is Android or iPhone, and whether the internet was working.

Help inside the product

The Guide page in the sidebar explains where each part of gamitrack lives. The Get set up checklist on the Dashboard walks you through first steps. These are quicker than a ticket for basic questions.

When the app asks you to update

Sometimes we release a new version of the mobile app that every user must install before continuing. When that happens, the app shows a message that an update is required and does not let you continue until you update.

1. Read the message and tap the button to go to the app store on your phone.
2. Install the update.
3. Open gamitrack again and sign in as usual. See Sign in to the app.

Your data is stored on the server, so updating does not remove your orders, payments or visits. Not every release is mandatory; optional updates do not stop you from working.

Before you update

If your day is in progress, finish your visit and tap End my day first when you can. See Start and end your day. Make sure the phone has internet and enough storage for the download.

Tip: Ask all field staff to keep automatic app updates switched on in their phone's store settings.

Tip: If an update does not appear in the store, restart the phone and check again, or open a support ticket.

Related

• Your plan, invoices and the "I have paid" form
• Sign in to the app
• Start and end your day