In case learners report any issues in the mobile app, some important details must be sent to the Partner Support team so we can reproduce and investigate it much quicker. Please try to share as many details as possible:
1. Learner email address*: this information is crucial for us to investigate what is the exact issue the learner may be facing and come up with the proper solution.
2. Details of the issue*: when we receive your report, we’ll try to reproduce the same issue so it’s helpful to have the same steps the learner followed. For example:
If they are having trouble with an activity, how did they start the lesson? Was it from an active unit, Real Media, or a direct link? If they are having trouble logging in, have they tried to reset their password yet?
3. Mobile app version*: the version of the mobile app is an important piece of information, as Voxy releases new versions monthly. You can find the mobile app version within the app:
iOS (Apple): within the mobile app, click on your profile and confirm the version in "Application version" at the bottom of the screen.
Android (Google): within the mobile app, click on your profile and confirm the version in "Application version" at the bottom of the screen.
4. Software version: the mobile apps run properly for the most updated software versions. It is important to confirm the learner's iOS or Android version when any issue is reported in order to guarantee they are using a supported version.
iOS (Apple): on your mobile device, go to Settings > General and then click on "About". You will find the current version in "Software Version".
Android (Google): on your mobile device, go to Settings > About Phone and then click on "Software Information", where you will find the current Android version. This step-by-step may vary accordingly to the mobile device model.
