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Helpwing

For app and game developers

Crash report follow-up templates

A crash report becomes useful once you know the device, the versions and the steps. Ask for everything in one friendly message and explain how to find each detail.

Replace the text in [brackets] before sending.

Templates

Asking for crash details

Email

Subject: Help us fix the crash in [App]

Hi [Customer name],

Thanks for letting us know [App] crashed, and sorry for the trouble. To track it down, could you send me:

- Your device model (for example, iPhone 15 or Pixel 8) - The OS version: Settings → General → About on iPhone, Settings → About phone on Android - The app version: [where to find it in your app, e.g. Settings → About] - What you were doing right before the crash, step by step - Whether it happens every time or only sometimes

If you can, please also send us the logs: [how to send logs, e.g. "go to Settings → Help → Send diagnostics" or "shake the device on the crash screen"].

Even just the first three items help a lot.

[Agent name]

Chat: quick questions

Chat

Sorry about the crash! A few quick questions so we can fix it: Which phone and OS version are you on, and what version of [App]? What were you doing just before it closed?

Fix released

Email

Subject: The crash you reported is fixed in [App] [version]

Hi [Customer name],

Thanks again for the details you sent about the crash when [action]. They helped us find the cause.

The fix is in version [version], which is now available on [the App Store / Google Play]. Updates can take a little while to reach every device; if you don't see it yet, check again later today.

If it still crashes after updating, reply here and I'll take another look.

[Agent name]

Tips

  • Tell users where to find each detail; most people don't know their OS version offhand.
  • Check your crash reporting tool first, so you only ask the user for what you can't see.
  • Ask whether the crash happens every time; intermittent crashes need different investigation.
  • Note the app version in the ticket so you can tell them when the fix reaches that version.

Avoid

  • Telling the user to reinstall as the first and only step; it can wipe local data.
  • Sending a long technical checklist to a non-technical user.
  • Closing the ticket before the fix is actually live in the store.

More templates

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