How to Report a Branded App Issue | Paytronix Knowledge Base

This article outlines the information that should be collected when opening a case about Branded Mobile app issues. Providing as much information as possible about the reported issue will help us offer the highest level of support towards resolution.

Before You Start

Many factors can impact app functionality on a device including:

Operating System - iOS vs Android
Operating System Version - iOS 16.1, iOS 15.5, Android 13, etc
Hardware - iPhone X, iPhone Xr, Pixel 5, Pixel 3a, Samsung Galaxy S22, etc
Mobile App Version

Unlike other Paytronix products, the mobile app does not generate and store searchable logs. The apps team must be able to re-create the issue on a device to be able to retrieve logging in real time. Without being able to recreate the issue, providing resolution will be extremely difficult, and sometimes not possible.

Gather and Share All Available Device Details

Below are the device details that will help us understand the issue in more detail. The list is ordered in terms of priority, with the most important information first.

Operating system
1. Apple or Android. This should hopefully be the easiest item to identify with your guests :slight_smile:
Operating Systems
1. Apple Devices:
  1. Settings > General > About > iOS Version
2. Android Devices:
  1. Settings > About Phone > Device Details: Android Version
3. Hardware Model
  1. Apple Devices:
    Settings > General > About > Model Name
  2. Android Devices:
    Settings > About Phone > Device Details: Model
4. Mobile App Version
  1. Apple Devices: Settings > General > iPhone Storage
  2. Scroll to specific app > Select the app
5. Android Devices:
  1. Settings > Apps > All Apps
  2. Scroll to specific app > Select the app
  3. Scroll until you find the app version

Provide Replicating Details

Have you been able to replicate the issue?
Do you have account details (account number or email) of the user(s) reporting the issue?
What are the steps to recreate this issue? PLEASE consider including:
1. Buttons pressed
2. Store information, if applicable
3. Time of day it is happening, if applicable
4. Exact error messaging that appears
5. Screenshots/recordings (see next section)

Provide Screenshots or Screen Recordings

Devices offer native functionality that allow you to screenshot and/or screen record. If possible, please send applicable visual aids.

	Apple	Android
How to take a screenshot	Taking the photo: iPhone 8 and lower: Press the home button and lock button iPhone X and higher: At the same time, click the volume up, volume down and lock button at the same time Accessing the photo: Navigate to the Photos app to find your new images	Taking the photo: Press the lock button and volume down button at the same time Accessing the photo: Navigate to the Photos app to find your new images
How to take a recording	Start the recording: Go to Settings > Control Center > and ensure Screen Recording is in your “Included Controls”. If not, scroll down and press the green plus sign. iPhone 8 and lower: Drag your finger from the bottom of the screen and swipe up. The control center will have an icon that looks like the below. Press it to start the recording. It will count down from 3 and then turn red indicating it is recording Swipe out of the control center. The time in the top left will now have a red background. This means the screen is being recorded. Perform the actions to replicate. To complete the recording, tap the red time and press “Stop”. The video will be stored in your Photos. iPhone X and higher: Drag your finger from the top of the screen to the right of the front facing camera and swipe down. The control center will appear and have an icon that looks like the below. Press it to start the recording. It will count down from 3 and then turn red indicating it is recording Swipe out of the control center. The time in the top left will now have a red background. This means the screen is being recorded. Perform the actions to replicate. To complete the recording, tap the red time and press “Stop”. The video will be stored in your Photos. Accessing the photo: Navigate to the Photos app to find your new video	Start the recording: Swipe down from the top of the screen to ensure “Screen record” is available in the status bar. If it is not there, swipe down a second time expanding the action buttons. Press the pencil icon, find the Screen record tile and drag it into clickable view. Press the back button and find it is now added. Drag from the top of the screen and press Screen record. Press Start. In the top right, it will count down from 3 and a persistent red circle will appear. Perform the actions to replicate. To complete the recording, swipe down the status bar again and press “Stop”.

FAQs

What if I cannot identify all of these details?
We will try to replicate the reported issue on our end with he information provided, however we may be reaching our for additional information if we cannot do so

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