If you’re experiencing what you think might be an error or bug with your Guideline mobile app, check out our mobile app FAQ to see if you can find a remedy. If not, or you're still having trouble, you can report the issue to our Participant Support team.
In order for us to properly investigate the error, we’ll need you to provide certain details.
Information needed to submit a mobile app support ticket
A detailed explanation of what is occurring
When reporting a bug or requesting assistance with the mobile app, please provide specific details about what is happening and where in the app the issue is located.
Your Guideline account ID
If you are in the mobile app, your account ID will be listed toward the top of the screen in the About tab.
If you’re on the web or desktop version, you can find your account ID by clicking on your name in the top right corner of your dashboard. Your account ID will be listed in the drop down menu right above the Log Out button.
Your mobile device’s make, model, and version
Your phone’s make and model is simply the type of phone you have (e.g., iPhone 8, iPhone 14 Pro Max, Samsung Galaxy A32, Google Pixel 4 XL, etc.). An example of your phone’s version may be iOS 16.1.1 or Android 13. If you are unsure about this information, you can locate it within in your phone using the following directions:
The Guideline app version
As Guideline releases new features and improvements from time to time, new versions of our mobile app will become available. By providing the app version (e.g., Version 1.0.1), we can better pinpoint certain issues.
You can find the version you have downloaded by following these instructions:
iPhone: Go to Settings > General > iPhone Storage. A list of your apps will populate and you’ll want to select the Guideline app from the list. Under the app title, you should see the version number.
Android: Go to Settings > Apps & notifications or Apps > See all apps (if needed). Then find and click on the Guideline app in the list. Scroll down within the App info screen until you find the version number.