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Providing a complete diagnostics bundle when you contact support helps our team reproduce and resolve your issue much faster. This guide explains exactly what to collect and how to submit it.

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What to collect

Gather as many of the following items as possible before opening a support ticket:
  • Device and OS version — e.g., iPhone 15 / iOS 17.4, Pixel 8 / Android 14, Windows 11 23H2
  • App or browser version — the Pals Club app version (found in Settings → About) or your browser name and version
  • Screenshots or screen recordings — capture the exact screen where the issue occurs
  • Steps to reproduce — a numbered list of actions that reliably trigger the problem
  • Error messages — copy the exact error text or take a screenshot of the error dialog
  • Network information — note whether you are on Wi-Fi or cellular data and whether a VPN is active
  • Time and timezone — the approximate time the issue occurred, including your timezone (e.g., 2:15 PM EST)
  • Account email or username — so support can look up your account and relevant logs
The more detail you provide, the fewer follow-up questions our team will need to ask — which means a faster resolution for you.

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How to find your device info

  1. Open your browser and navigate to about:version (Chrome) or about:support (Firefox).
  2. Note the browser name, version number, and OS.
  3. Alternatively, open Settings → About in your browser menu.

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How to submit your diagnostics bundle

1

Open a support ticket

Go to the Contact support page and select the category that best matches your issue.
2

Attach your diagnostics

Upload your screenshots, screen recordings, and any log files using the attachment field on the support form. You can also paste error text directly into the description.
3

Reference the templates

Use our support templates to structure your submission — this ensures nothing important is missed.
4

Submit and note your ticket number

After submitting, save the ticket confirmation number. You will need it if you follow up or escalate the issue.
Do not include passwords, API keys, or other sensitive tokens in your diagnostics bundle. If an error message contains a token, redact it before submitting.

Support templates

Pre-filled templates to streamline your support request.

Contact support

Reach the Pals Club support team directly.

Escalation process

Learn how to escalate an unresolved issue.

Common issues

Quick fixes for frequently reported problems.