1.Report a bug or crash

For any bug (frozen screen, error message, action not possible), describe the situation as precisely as possible:

• What you were trying to do : for example, "create an account," "send a message," etc.
• The exact steps : step 1, step 2, step 3… until the bug occurs.
• What you see : error message, blank screen, endless loading, app crash, etc.
• Screenshots : attach 1 to 3 images showing the problem and, if possible, the screen immediately before it.
• Technical information : phone model, operating system version (iOS/Android), app version (if known).

The more detailed this information is, the faster we can reproduce and fix the bug.

2. Usability Issues or Confusion

If you find a feature complicated or unclear:

• Explain your goal : what you're actually trying to do.
• Indicate where you're stuck : name of the screen, button, or menu in question.
• Describe what you expect : for example, "I thought this button would…".
• Include a screenshot of the part where you're unsure or don't understand.

A message structured this way helps us improve usability and explanatory text.

3. Suggestions for improvement and new features

To suggest an improvement:

• Describe your idea in one or two simple sentences.
• Explain the problem this idea solves for you.
• Give a concrete example of how you'd use it in your daily life.
• Specify the urgency or frequency : is this a one-time or recurring need?

This information helps us better prioritize app updates.

4. Questions About Features

If you're unsure about what a feature does or the best way to use it:

• Specify the name of the feature or screen in question.
• Clarify your question : "Is it possible to…?", "What is… used for?".
• Describe your situation : personal or professional use, frequency of use, type of device.
• Include a screenshot if the feature's name isn't obvious.

This will help us provide a clear answer and, if necessary, improve our online help.

5. Account or Login Issues

For any issues with logging in, your password, or accessing your account:

• Describe the problem : password rejected, code not received, account not found, etc.
• Provide the email address or username you used to log in.
• Specify the exact error message (copy and paste or include a screenshot).
• Include technical details : phone model, app version, Wi-Fi or 4G connection.

Never share your password in the message. Just tell us where you're stuck.

6. How to structure your message step by step

Regardless of the type of feedback, you can follow this template:

• 1. Subject : bug, question, idea, account issue…
• 2. Context : what you were trying to do.
• 3. Steps : what you did, in order.
• 4. Result : what actually happens (or doesn't happen).
• 5. Attachments : screenshots, possibly a short video.
• 6. Technical info : phone, operating system, app version.

By following these steps, you help us quickly understand the situation and provide you with a clear and effective response.