If a member has not disclosed their device and app details, follow the approach below to better position yourself for technical support.

Environment

Process

1. Device type and OS version

2. Vida App Version #

3. A recording of the error - Screenshot or Screen recording (if possible)

Macro to use: Unknown Device Troubleshooting

Thank you so much for the information. I'm sorry you're experiencing these issues and will do my best to help troubleshoot them for you. In order to proceed, I will need to know a few things. Can you please let me know

1) What specific mobile device you are currently on?

2) The version of the Vida app you are currently using? This can be found by navigating to the setting section (gear icon) in your Vida app and searching for the tab App Version.

Also, if possible, can you please try to provide a screenshot or a screen recording of the issue you are facing? If you're on an iOS device, click here to learn how to capture a screen recording.

Please let me know if you have any further issues. 

Searching for tracking data (internal team only)

You can also find user app information here: https://bigquery.cloud.google.com/results/accessible-data:US.bquijob_5cff2354_16833f681d4?pli=1

SELECT eb.created as time, eb.user_id as uuid, ac.app_name as name, ac.app_version as version

FROM `accessible-data.tracking.events_base` as eb
JOIN `accessible-data.tracking.vida_app_context` as ac
ON eb.event_id = ac.event_id

--enter user's UUID here, which can be found in admin under customer profile
WHERE eb.user_id = "f05707fb-6877-4dd5-b64f-4ee4a0ba5f0a"

ORDER BY time desc

If the issue is indeed a bug

Macro to use: Bug Confirmation Response

Hi, [client]

Thank you for the additional information about the issue you are experiencing. We have run additional testing and it looks like there are some issues [issue]. Our engineering team is aware of this and we have created a bug ticket to track this. We will keep this ticket open while we work on a fix. We will reach out to you as soon as we have an update.

Please let us know if you have any additional questions or concerns at this time.

Background

In order to figure out what the main issue is on the client's side, it is important to know a few key items to continue.