App Not working

Understand the Issue

• Ask the customer to describe the problem they are facing (e.g., app not opening, crashing, freezing, login failure,unable to raise a return etc).

• Request a screenshot or screen recording of the issue.

Error Message Check

• Ask if they are receiving any error messages when trying to use the app.

• If yes, request them to share the exact error message in the screen recording.

Device & App Information

• Confirm the device type (Android/iOS) and OS version.

• Ask for the app version they are using.

• Check if they recently updated the app or if it’s outdated.

Basic Troubleshooting

• Restart the app and try again.

• Clear cache & cookies from the app settings.

• Check internet connection (switch between Wi-Fi and mobile data).

• Disable VPN, if enabled.

• Update the app to the latest version from the Play Store/App Store.

• If the issue persists, reinstall the app and log in again.

Check Alternative Access

• Ask if they can log in via the website instead of the app.

• If the website works, the issue might be app-specific.

If the issue persist please escalate it to freshdesk via template - Coupon Related

Escalate the issue with the following details:

• If the problem continues, escalate the issue with the following details:

  • Customer’s registered phone number/email ID

  • Exact issue description:

  • Error message:

  • Device type (Android/iOS) & OS version:

  • App version:

  • Steps already tried for troubleshooting: