Report a problem sends a note straight to JewelTrak support from the page you’re on. Small things count: a number that looks off, a button that did nothing, a message you didn’t understand. Reporting them is how they get fixed.
Where to find it
- Open Help (the ? at the top of every page) and click Report a problem at the bottom of the panel.
- While a pop-up window is open (a scan dialog, a confirm box, a new transaction), Help is covered, so a Report a problem button appears in a corner of the screen instead, outside the pop-up (in a narrow window it shows as a small flag icon). The picture it takes includes the pop-up. If the pop-up fills the whole window, or you are on a phone, close the pop-up first and use Help.
- When a red error message pops up in the corner, click Report on the message itself.
- If a page shows Something went wrong or We can’t open that page, click Report this problem on that page.
Sending a report
- Say what went wrong in your own words. A few words is enough: “Saved this invoice and the total changed.”
- Include a picture of this screen is ticked for you. JewelTrak takes the picture when the report opens, so it shows the page as you saw it. Untick it if the screen shows something you’d rather not send.
- To add your own screenshot or a phone photo, click Add a screenshot or photo. You can add up to three.
- Click Send report. A message confirms it was sent and gives you a report number.
What support receives
- What you wrote, plus any pictures.
- The page you were on, your shop and your name, so support can reply to you.
- The last few things you did: pages you opened, buttons you clicked and any message JewelTrak showed you, such as an error or a save that was refused.
- Which browser and screen size you were using.
Nothing you typed into a form is included. The report lists the buttons you pressed, but never what you entered in a field.
Things to know
- Support may reply by email to the address on your login.
- If the report won’t send, check your connection and try again. Your note stays in the box until it goes through or you close it.