From time to time, you may run into issues when using the iAuditor mobile app, prompting you to contact our customer support team for assistance. Whilst you can always initiate live chats, emails, or phone calls to reach our team, you can also report your issues directly from the mobile app and provide diagnostics that may help us in troubleshooting the issues at the same time.

This article shows you how to report issues and send diagnostics, to request assistance or to follow requests by our customer support team. Please note that this article only applies to the iAuditor mobile app on Android and iOS devices.

Before you begin

We understand that iAuditor is often used to store confidential data. Rest assured, we do not disclose any internal inspection or template data in our diagnostic data and we abide by our privacy policy in the handling of all data.

The diagnostics data that the mobile app generates only contains what is necessary to troubleshoot issues you report and assist our customer support team with identifying potential bugs. This includes:

  • iAuditor version and build history
  • Diagnostic generation date and time
  • Device OS version history
  • Device and iAuditor user identifiers
  • Device model and type
  • App-specific information such as template and inspection counts
  • iAuditor log files

Report an issue and send diagnostics

Mobile app: Android

  1. Log in to iAuditor on your mobile device.
  2. Tap “More” at the lower-right corner of your screen.
  3. Select “Send Diagnostics” from the list of options.
  4. Fill in the following fields in the pop-up window:
    Name: Type in your name.
    Phone number (optional): Type in your phone number.
    Message: Type in the detail of the problem you’re experiencing. If you have been requested to send diagnostics by our customer support team, you may need to type in the name of the support agent in the format of “ATT: <name>”.
  5. Tap “SEND” at the lower-right corner of the pop-up window.
  6. Our customer support team will get in touch with you via the email you provided as soon as possible!

Mobile app: iOS

  1. Log in to iAuditor on your mobile device.
  2. Tap “More” at the lower-right corner of your screen.
  3. Select “Send Diagnostics” from the list of options.
  4. Select the “Problem” tab at the top of your screen.
  5. Fill in the following fields:
    Your name: Type in your name.
    Your email address: This field should be pre-filled with the email address of your iAuditor account already. You can change this to another email if you wish to be contacted via an alternate address.
    Your phone number (optional): Type in your phone number.
    Description: Type in the detail of the problem you’re experiencing. If you have been requested to send diagnostics by our customer support team, you may need to type in the name of the support agent in the format of “ATT: <name>”.
  6. Tap “Report Problem” below the Description field.
  7. Our customer support team will get in touch with you via the email you provided as soon as possible!
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