Reporting a problem and contacting us

If something is not working, something is missing or you have an idea for a change, write to us straight from the app. The form is on the Help and feedback screen: you can report a bug, ask a question or ask us to add a product there. Your message reaches us with your account’s email address, and you will see our reply in Messages and also get it by email.

Where to find the form

1. 1

   More, then Contact us

   Open the More tab and choose Contact us. This is the quickest way to the form.

2. 2

   The speech bubbles icon in the More header

   The icon in the top right corner of the More screen opens your Messages. Use the New button in its header to write another message.

3. 3

   No results in the product search

   When you search for a product and nothing is found, a question about the missing product appears below the message. Tapping it opens the form with the A product is missing topic already chosen.

4. 4

   The subscription screen

   On the Unlimited plan screen, below the purchase button, there is a link for anyone with a question before buying.

5. 5

   A short question in the Journal

   If you answer a question in the Journal about trouble with a treatment or about cancelling the Unlimited plan, you can choose to add details and write the rest in the form.

Choose a topic

At the top of the form, you choose one of four options. Your choice decides what the message field asks for, and the topic then labels the conversation in your Messages.

1. 1

   I have a question

   Questions about the app or your account. In the Your question field, write what you want to ask.

2. 2

   Something isn’t working

   A bug report. In the What happened? field, write what you tried to do and what happened.

3. 3

   I have an idea

   A suggestion. In the What could we improve? field, describe the feature or change you would like.

4. 4

   A product is missing

   A request to add a product to the database. An extra Product name field appears, and the description is optional.

Send your message

1. 1

   Describe the issue

   The message has to be between 2 and 2,000 characters long. For a question, a bug or an idea, a character counter appears below the field.

2. 2

   For a missing product, give its name

   Enter the name from the label, for example Roundup 360 SL. You cannot send the request without the product name, but you can skip the extra details.

3. 3

   Tap Send message

   You will see the Sent! confirmation and a View message button that opens the new conversation straight away.

The reply and following up

1. 1

   Open Messages

   Your conversations are behind the speech bubbles icon on the More screen. Each one shows the topic, the date and its status: Awaiting response or We replied.

2. 2

   Look out for the red badge

   An unread reply shows a red number on the More tab and on the Messages icon. It disappears once you open the conversation.

3. 3

   Check your email

   We also send a copy of our reply to your account’s email address.

4. 4

   Follow up in the same conversation

   In an open conversation, the Follow up button adds another message to the same thread, without choosing a topic again.