Something wrong? Here’s how to reach a person.
Two routes, and the one inside the app is quicker, because it arrives already carrying the details we would otherwise have to write back and ask you for.
In the app: Settings → Support. Pick one of four categories: Feature Request, Bug Report, Billing Question, General Question. Say what happened. Send.
A confirmation appears on screen and an acknowledgement email follows. The request itself goes to a channel that people at Sparkybit read.
Email works too.
An email carries none of the diagnostics the in-app form attaches, so it is worth including what is on the list further down this page.
What an in-app report carries with it
The form asks you for one thing: a description. It sends a good deal more than that, automatically, so that a bug report arrives in a state we can reproduce.
None of it is product data. Your rows, your quantities and your photos stay in your own Google Drive, and a support request does not go and read them.
The form does not tell you any of this while you are typing, which it should. It is set out in the privacy policy, and now here. One item deserves naming on its own — on an iPhone the device name travels with the report, and most people’s device name has their first name in it.
Attached to every in-app request
- The app version and build you are on
- Identifiers for your account and the inventory you were in
- The name and email address on your Google account
- Your subscription state and renewal date
- The number of products in that inventory
- Your language and timezone
- Your screen size and pixel density
- Whether you have dark mode on
- Your phone’s model, operating system version and device identifier
Six things that fix most of it.
Worth thirty seconds before you write to us.
- “Required columns are missing in Google Sheet table Products.” Somebody renamed, moved or deleted a column in the spreadsheet. Open the sheet and put the header back exactly as the message spells it out.
- A whole tab has gone. Delete nothing else, then pull down to refresh. The app rebuilds a missing tab with the right headers. It cannot bring back what was in it; for that, use File → Version history in Google Sheets.
- Nothing loads at all. Every action needs a connection. There is no offline mode.
- Someone else’s change is not showing. Pull down to refresh. Your phone is showing you what it last read, and refreshing is what makes it read again.
- A barcode came back empty. Not every product is in the public databases, and a free account gets five lookups a day against two hundred on Premium. Add the item by hand and it behaves exactly like a scanned one from then on.
- An import skipped rows. Importing only ever inserts. A row matching something already in your inventory is skipped and the product you have is left untouched.
File → Version history is a Google Sheets feature. It lives in the spreadsheet’s own File menu, it goes back further than most people expect, and it is the only route to data that was in a tab before the tab disappeared.
Writing a bug report we can act on
If you are emailing us instead of using the form, these five are the ones that save a round trip.
- What you tapped, and what happened instead of what you expected.
- The exact words of any error message. Screenshot it if it is long.
- Your app version. It is at the foot of the Settings screen.
- iPhone or Android, and which version of the operating system.
- Whether it happens every time or happened once.
How long will this take?
2 days The longest you should be waiting for a reply from a person. Working days, Central European Time.
The acknowledgement email is automatic and arrives at once. That one is a receipt. The answer comes separately.
Two pages answer a good deal of this without anybody having to write anything: the FAQ and what the app does not do.
Sign in on the new phone. It’s all there.
Your inventory is a Google Sheet in your own Drive, so a lost phone or a fresh install costs you nothing. Install the app, sign in with the same Google account, and the list is where you left it.
Sign in with GoogleiPhone and Android