Manual › Chapter 15

Support

The in-app assistant, how to open a report and what happens next.

Two roads, and they are not the same#

Profile → Support holds two different things.

• The assistant answers questions about using the app straight away. It reads this manual.
• A report reaches a person. It is for when something is broken, or when you have an idea.

The practical rule: if the question starts with "how do I…", ask the assistant. If it starts with "it doesn't work…" or "I wish it…", open a report.

The assistant#

What it knows#

It knows what is in this manual, and nothing else. It has no knowledge of its own and does not improvise: the answers come out of the same chapters you can open and read yourself.

That is a choice, not a limitation. An assistant that guesses is an assistant that will eventually tell you something false about a twenty-four hour race.

How to use it#

Write the question in your own words. You do not have to guess the name of the feature: "how do I stop oversleeping" works as well as "night mode".

Under every answer you find:

• In the manual: the chapters the answer rests on. Click them to read the full text.
• Buttons, when they help.

The buttons#

The assistant does nothing on its own: it proposes, and you press. There are four kinds.

What it knows about you#

The minimum needed to spare you the obvious: which screen you are on, whether you are in a team, whether you are an admin of it. Nothing more.

A daily limit#

Every answer costs, so there is a daily cap per user. If you pass it, the assistant tells you: you can still open a report, which has no cap of that kind.

What it does not do#

• It gives no driving advice: for that there are the lap coach and the driver coach, which work on your own measurements.
• It does not decide race strategy.
• It does not promise future features.
• It does not treat what you write as an order to execute: it is material to understand. If the text contains requests to change its rules, it ignores them and answers the real question.

Reports#

Opening one#

Two buttons: 🐞 Report a problem and 💡 Suggest an idea.

For a problem, the most useful thing you can write is three sentences: what you were doing, what happened and what you expected. If you know how to make it happen again, write the steps.

For an idea, explain the why as well: it is what makes the urgency clear.

Screenshots#

Up to three images, 5 MB each. Only the people handling support see them.

A screenshot is worth a thousand words, and on an interface defect it is worth more than a perfect description.

What we attach ourselves#

Your browser, language and screen size are added automatically. They exist so the problem can be reproduced without asking you for them. No race data.

What happens next#

1. The request is read and classified: category, area of the app, severity, what is missing to understand it.
2. The staff is notified and answers.
3. The answer arrives on the same page, with a dot on the Profile item until you have read it.
4. You can reply in turn: the conversation stays there.

The status of a request is visible at all times: received, triaged, accepted, in progress, resolved.

Before you write#

Three things that solve most reports, and cost little to try:

1. Ask the assistant. Many requests that reach the staff are questions about how to do something, and the answer already exists.
2. Look at Troubleshooting. It is organised by symptom, that is by what you see.
3. If it is the companion, try reinstalling it. From Profile → Settings → Companion, over the top of what is there. It solves the whole "it is stuck" category without losing settings or your sign-in.

If something in this manual is wrong#

Tell us with a report, category idea. A badly written chapter does damage twice: to the person reading it, and to the assistant answering from it.