In the event customers report app-related issues, please gather the information listed below and then follow the button prompt further down on this page. Our team will review the issue and work with our developers to resolve any issues.
Before reporting an issue or submitting a Bug Report, make sure you, or your end user, have tried all the App Troubleshooting Solutions.
Be prepared to provide the following information:
-End User's Account Email
-Each video title and how it was accessed: Wifi; Data; Offline/Downloaded
-Troubleshooting solutions used and outcome
-Device type
-Device model
-iOS version/Android Version
-Detailed description of the issue
-Screenshot/Screen Recording demonstrating the problem
-Detailed steps to replicate the issue with a screen recording. For Example:
Using wifi, I selected 15 Min Abs. I tapped Watch Now and the app crashed. I tried 3 different videos and it crashed. I force closed the app, restarted my device, checked for updates, reinstalled the app, and it continues to crash when I watch a video; see attached screen recording.
How to take a screenshot on Android phones:
Press the Power button and the Volume-Down button simultaneously.
You can find your screenshot in your phone's default photos app.
How to take a screenshot on various iPhone models:
https://support.apple.com/en-us/HT200289
To find the screenshot you just took, along with ones you've taken before, go to Photos > Albums and tap Screenshots.
How to find the Software Version for Android:
Settings / About Phone
How to find the Software Version for iPad/iPhone:
iOS 9: Settings / General / Storage and iCloud usage / Manage Storage
iOS 8: Settings / General / Usage / Manage Storage
iOS 7: Settings / General / Usage
Ready to submit the information mentioned above?