Reporting Bugs or Issues from Customers

1. Gather Basic Information

When a customer reports a problem, collect the following details:

Required Information

• Customer’s phone number (the one tied to their app account)
• Description of the issue (what they’re trying to do and what’s going wrong)
• Date and approximate time the issue occurred
• Device type (iPhone or Android)

Helpful Additional Information

• Screenshots or screen recordings, if the customer can provide them
• Any error messages that appear on the screen

Capturing clear information greatly speeds up the resolution process.

2. Verify Basic Troubleshooting Steps

Before submitting a ticket, you can quickly try the following:

• Close and reopen the app
• Ensure the customer has a stable internet connection
• Ask the customer to check for any available app updates
• Confirm the customer is using the correct phone number for login
• If appropriate, have them delete and redownload the app

If the issue persists, move on to reporting it.

3. Submit the Issue to Support

To report the problem, send a ticket through the Support Hub, email [email protected], or call our support line. Include all collected information:

Example format:

• Location: [Dispensary Name]
• Customer Phone Number: [xxx-xxx-xxxx]
• Device: iPhone / Android
• Issue Description: (What the customer experienced)
• When It Happened: (Date and time)
• Steps Taken: (Troubleshooting already attempted)
• Attachments: Screenshots or videos (if available)

Providing thorough details helps us diagnose the issue without needing to ask for additional information.

4. What Happens Next

Once submitted:

• Support will review the report
• If needed, the issue will be escalated to our engineering team
• You’ll be notified if more information is required
• We’ll update you as soon as a fix or workaround is available

Most issues can be diagnosed quickly when complete information is provided.

5. Emergency Issues

If the reported problem directly affects your ability to take orders (for example, customers cannot check out or browse the menu), mark the ticket as High Priority or call our support line for immediate assistance. These cases are addressed as quickly as possible.