What to do when you encounter a problem in Spendee?

We want to do our best when helping you with your questions, issues, bugs and we want to solve your issue as fast as possible. The more information we have in the beginning, the easier and faster we can identify the issue and our dev team can start working on your problem.

In this case, the more we know, the better, so please do not hesitate to include all kinds of details and recreation steps, in the end, it will make your life easier as well.

What to do when you experience some difficulties in Spendee?

Before you contact our support, please try to do some of the troubleshooting by yourself, it might save your time, and the issue can be solve without our assistance.

• See our FAQ section, if you find a solution for your problem
• Pull down to synchronize all your data, if you have shared wallets, make sure all members are synchronized
• Check whether you have the latest version of Spendee — you will see it in Google Play or App Store, if you don’t have the newest version, please update it
• If you are having a problem with missing data, duplicated data, wrong balance or anything related to incorrect data, log in with the same account to the web app (https://app.spendee.com) and see if your problem is identical in web app
• Also before you try to re-login or re-install, check the web app. Find out whether all your data have been synchronized, meaning that you should see all up-to-date data. If you don’t see the correct data, please write to us but do not try to re-login or reinstall the app as this may cause you to lose your data.
• If your data is synchronized and the issue is persisting, try to re-login to the app
• On Android, you also try clearing your data. Go to Settings -> Applications -> Application manager -> Select Spendee -> tap on Clear data
• If nothing changes then, please try to uninstall the app and re-install it back again

How to contact our support?

If your issue persists, please do not hesitate to contact us. You can choose which channel suits you the best.

• Write to us via email: hello@spendee.com
• Contact us through Twitter or Facebook
• Fill in the form at www.spendee.com
• Write email from the app Settings -> Get Support

What information to include?

• Please try to be detailed when you are submitting your problem. It saves time and helps us with identifying the issue. Therefore, please make sure that you include this information in your message:
• Your operating system (iOS or Android) and the version.
• The email address you use with Spendee
• If you are reporting problem with shared wallets — please also include the emails of the owner as well as the recipient
• Spendee app version (e.g., 3.7.5): on iOS, you will see the app version if you go to App Store, search for Spendee and open the detail of the app, on Android you have to go to Settings -> Applications -> Manage Applications -> Select Spendee
• Let us know if you already tried to re-login, reinstall the app or clear the data
• Let us know if you checked the web app and if the problem there is the same
• Include a description of your problem
• What happened
• Recreation steps so we can test it on our end
• Include screenshots if possible as this helps us a lot to understand the problem you’re seeing.

What is a good example of bug report?

Ideally, you should first check our FAQ section to find an answer and also our web app to find out if the problem is happening only on mobile device or also on web app. If your data are synchronized in web app, then you can try to re-login to see if the problem still persists. If you still encounter the issue, then you should write us a message like a following one:

Hi Spendee,

I am using the latest version of Spendee (3.7.6) on Android, and encounter that data on my mobile and web app are not syncing, that results in different balances across platforms. My log in email is: john@example.com. I already tried to log in and log out and it didn’t help. It seems that it stopped syncing yesterday. In web app I am missing my transactions from yesterday for example $10 for Food & Drink. See the screenshots attached for more information.

Thanks for letting me know, what can I do in order to make it work again. Thank you.