Submitting Support Requests
It is impossible to fix a problem that cannot be directly observed. When requesting technical support it is important to provide detailed information about the problem, where it occurs, and how it can be reproduced.
Do not assume that your problem is affecting all users, and therefore, the developer "must know about it." Those kinds of issues are rare. Over 99% of technical problems occur under a specific scenario to a very small number of users.
When submitting a support request, you must include:
- Your account information (email address, name, school, and class)
- Name of the app and course
- A detailed description of the problem - do not simply state "not working" or "can't log in"
- Where in the app the error occurred (for example, "Aerodynamics lesson, Stalls knowledge check, second question")
- Any error messages that appeared
- A set of detailed steps that can be followed to duplicate the problem
- A screenshot or screen recording if it helps explain the problem
Describe the unexpected or incorrect behavior
Examples
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Good |
Bad |
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When I tap on question figure 25, the app crashes."
When I tap the login button, I am shown the error message, 'User not found'" |
App is not working right.
I can't log in. |
Provide a series of steps that can be followed to duplicate the error
Examples
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Good |
Bad |
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Install the Private Pilot course Open the second lesson, Airspace Classes Go to the Class B Airspace knowledge check On the second question, tap on Figure 25, app will crash |
Just use the app. |