Log an issue - A new way to contact us

Your 'Plan' screen within the 'Devices' tab now contains a way for you to let us know something looks strange or unexpected. This could be related to your site, plan or another part of your Amber for Batteries experience.

How do I log an issue?

If you notice something odd that you'd like to tell us about, it's best that you report it via the Amber app: 

1. Open the Amber app, then navigate to the 'Devices' tab
2. Tap 'PLAN' in the top right corner
3. Tap 'Learn how decisions are made'
4. Tap 'Notice something strange?'
5. Select an 'Issue' and type in a summary under 'Tell us more'.
   We recommend submitting one report per issue, keeping the message concise, and including the brand of your system in the report.
6. Tap 'Submit'. 

What happens with these reports?

Reports from customers are sent to our customer support and tech teams for monitoring, and are monitored at least once a day. Your feedback will help us spot trends and investigate potential issues. We will be looking for patterns across reports, and these submissions will help us get ahead of potential issues and identify fixes that need to occur. 

We won't reply to every message, but every report will help identify improvements and potential issues. 

When should I log an issue versus contact customer support?

Logging an issue is often the fastest way to let us know something doesn't look right. During times when our support team is dealing with particularly high support volumes, customer support tickets can take a number of days to be looked at, and it's not always possible for us to thoroughly investigate individual SmartShift behaivour queries. 

Meanwhile, our customer support and tech teams monitor logged issues at least once a day for new patterns and issues. 

We recommend logging an issue when:

• This is the first time you have experienced this issue, or the issue has occured for less than a couple of days
• Your question relates to a specific decision or behaivour from SmartShift
• Your 'Devices' screen isn't displaying 'error' or 'issue' messages
• If you keep experiencing the same issue, feel free to submit multiple reports

For more information, check out our video explainer below