How do I report a problem, and what does a report contain?

From the app: Settings → Account & app → Report a problem. Before you sign in, the “Having trouble?” link under the sign-in screen and on the restore screen opens the same form.

The form asks for your email, where support replies (prefilled when your account has one), and a description of what happened. A few technical details the app knows about itself travel with your message: its version and build, the platform and system version, the language, whether it can reach the server, the state of its permissions, the battery setting, the background-location state and your role in your circle (guardian, adult or child). Never a position, a place name, a member name or a circle: the report is about the app, not about where you are.

What you can add, each time you choose to:

• Technical logs. The “Attach technical logs” switch is on by default and adds the last 24 hours of the app’s technical log, with emails, phone numbers, identifiers and positions masked. “See what will be sent” shows the exact text that will leave; turn the switch off to send the report without it.
• Screenshots. “Add a screenshot” picks up to three images from your gallery. A screenshot of the map can show positions and the names of your circle members, so check what you pick.
• Detailed logs. If support asks for more detail, turn on “Detailed logs for 24 hours”, reproduce the problem, then send a new report. It switches itself off after 24 hours.

Nothing is stored on Fenzly’s servers: the report is relayed as one email to the support team, with the context and the attachments, and the server keeps no copy. The reply comes to the address you typed. If the app cannot reach Fenzly, it offers to send the same report through your mail app instead.