> ## Documentation Index
> Fetch the complete documentation index at: https://help.palsplan.app/llms.txt
> Use this file to discover all available pages before exploring further.

# Collecting diagnostics

> What logs and screenshots to gather before contacting support

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.

## 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

<Info>
  The more detail you provide, the fewer follow-up questions our team will need to ask — which means a faster resolution for you.
</Info>

## How to find your device info

<Tabs>
  <Tab title="Web">
    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.
  </Tab>

  <Tab title="iOS">
    1. Open the **Settings** app on your iPhone or iPad.
    2. Go to **General → About**.
    3. Note the **Model Name**, **iOS Version**, and **Software Version**.
    4. Open the Pals Club app and go to **Settings → About** to find the app version.
  </Tab>

  <Tab title="Android">
    1. Open **Settings** on your Android device.
    2. Scroll to **About phone** (or **About tablet**).
    3. Note the **Device name**, **Android version**, and **Build number**.
    4. Open the Pals Club app and go to **Settings → About** to find the app version.
  </Tab>
</Tabs>

## How to submit your diagnostics bundle

<Steps>
  <Step title="Open a support ticket">
    Go to the [Contact support](/contact-support/contact) page and select the category that best matches your issue.
  </Step>

  <Step title="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.
  </Step>

  <Step title="Reference the templates">
    Use our [support templates](/contact-support/templates) to structure your submission — this ensures nothing important is missed.
  </Step>

  <Step title="Submit and note your ticket number">
    After submitting, save the ticket confirmation number. You will need it if you follow up or [escalate](/contact-support/escalation) the issue.
  </Step>
</Steps>

<Warning>
  **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.
</Warning>

## Related resources

<CardGroup cols={2}>
  <Card title="Support templates" icon="file-lines" href="/contact-support/templates">
    Pre-filled templates to streamline your support request.
  </Card>

  <Card title="Contact support" icon="headset" href="/contact-support/contact">
    Reach the Pals Club support team directly.
  </Card>

  <Card title="Escalation process" icon="arrow-up-right-dots" href="/troubleshooting/escalation">
    Learn how to escalate an unresolved issue.
  </Card>

  <Card title="Common issues" icon="circle-question" href="/troubleshooting/common-issues">
    Quick fixes for frequently reported problems.
  </Card>
</CardGroup>