Oh dear, we're sorry to hear you're encountering issues! We’re constantly working to improve your Tonie experience, but sometimes little glitches can sneak in...
First of all, please check whether a new version of the tonies® app is available to download from the App Store and install it. Has the error gone away? Great, we’re glad to hear it!
If not, you'll need to get in touch with our team so we can find out the exact issue for you. When contacting us please also provide us with the following information so that we can look into your issue in more detail:
- Which version of the tonies® app do you have installed?
- Which smartphone do you use?
- Which operating system (e.g. iOS 14.2 or Android 10)?
- At which exact step does the error message appear? (If possible, please also provide a screenshot of the error or the error message)
- Your debug ID.
We’ll explain exactly how to find your debug ID below.
There are 3 ways to access the debug ID:
Debug ID from your profile
If you’re having trouble using the tonies® app, or if a feature isn’t working properly, you can find your debug ID in your profile.
To do this, tap your profile in the top right-hand corner and then scroll down to ‘Support’. If you now tap the app version seven times, your debug ID will appear, which you can then copy.
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Home
If you’re having trouble logging in, you can tap the displayed app version 7 times to view the debug ID. You can then copy the debug ID.
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Confirmation page
If you are asked to confirm your identity, you can tap “Please confirm your identity” seven times. The debug ID will then be displayed and you can copy it.