What to include
Most problems are solved in one reply if you send these four things:- The phone’s name, exactly as it appears in the fleet.
- When it happened — the scheduled time of the run, with your time zone.
- The exact error text. Copy it rather than describing it. Two messages that read alike to you often mean completely different things to us.
- What you expected to happen, in one sentence.
Never send your Companion license key or an API key. We do not need either, and
we will not ask for one.
Where to find those things
Run logs are kept for 60 days. If you are reporting something older than that,
send the details from memory and we will look from our side.
A screenshot of the screen you were on is always welcome for a dashboard problem.
For a phone problem, the error text is worth more than a photo of the phone.
Before you write
Two things account for most reports:- A phone that is offline, or a run that never started. Walk through Troubleshooting first — the Companion being closed, the Mac asleep, or an expired slot covers a large share of these.
- Something AutoGrowth deliberately does not do. Automations on Android, the Script Builder, and paying by card are all on the list. See What AutoGrowth does not do.