Getting help.

Where to find help in the Waggi app, how to report an issue or share logs with our team, and how to contact support.

At a glance

Help in the Waggi app is in Settings, then Help. From there you can open the user guides and report an issue to our team.

For step-by-step fixes, see Troubleshooting here in the Help Center. If you’re still stuck, email support@waggi.com.

Help in the app

Open the Profile tab, tap the gear at the top right to open Settings, then tap Help. You’ll see these options, top to bottom.

User Guides
Three guides: Device Troubleshoot Guide, Waggi Basic Guide and Light & Button Guide. Each one opens Waggi’s support site in your browser.
FAQs
Opens Waggi’s support site in your browser.
Report an Issue
Tell our team about a problem, from inside the app. See “Report an issue”, below.
Rate our App
Not available yet: it says Coming soon.
Terms & Conditions
Opens Waggi’s terms on waggi.com.
Privacy Policy
Opens Waggi’s privacy policy on waggi.com, including how your data is used.
Screenshot neededSettings › Help on a test account: the Help title and all six rows, User Guides, FAQs, Report an Issue, Rate our App, Terms & Conditions and Privacy Policy, with the external-link icons visible

Report an issue

Use Report an Issue when something isn’t working as it should, or to tell us anything else about Waggi.

Your report reaches our team with your Waggi account, so we know who it’s from. You won’t get a confirmation email.

Open Report an Issue
Go to Settings, then Help, then Report an Issue.
Choose a category
Tap Choose Category, pick Tracker, App or Other, then tap Done.
Say what’s wrong
Under Issue type, give it a few words, like “Location not updating”. Under Issue Details, say what happened, when, any message you saw, and what you’ve tried.
Tap Send Report
It works once all three are filled in. You’ll see “Issue reported”, and the app goes back to Help.

Share diagnostic logs

The tracker keeps a technical record of how it has been working. Sharing it helps our team find out what went wrong. It’s most useful when support asks for it, or just after you’ve reported an issue.

The record goes from the tracker to your phone over Bluetooth, then to the Waggi team, linked to your tracker. Nothing from your phone is included, and the app deletes its copy once it’s sent.

Connect the tracker
Keep it next to your phone. In Settings, then Tracker Settings, Connection should say Connected; if not, tap Connect.
Tap Share Diagnostic Logs
It’s in Settings, just below Help. While it works, the row shows Downloading logs... and then Uploading logs... It can take a few minutes, so keep the app open.
Wait for Logs uploaded
A tick shows it’s done. If you’ve contacted support, let them know you’ve shared them.
Screenshot neededSettings on a test account with the tracker connected, scrolled to show the Help row and, below it, the Share Diagnostic Logs row reading “Logs uploaded” with its green tick

Contact support

Email us at support@waggi.com, or tap Contact support at the top of any page in this Help Center.

Tell us what you’re seeing, any message word for word, and whether you use an iPhone or an Android phone. If you’ve already reported an issue or shared logs from the app, say so.

Different situations

You tapped Troubleshoot in the app
It opens Waggi’s support site in your browser. Fixes for the same problems are in Troubleshooting here. If the app can’t find or connect to your tracker, see “The app can’t find my tracker”.
Send Report stays greyed out
Choose a category, and fill in both Issue type and Issue Details.
“Failed to report an issue. Please try again later.”
Check your phone is online, then tap Send Report again. If it keeps failing, email support@waggi.com instead.
“Tracker is disconnected. Connect tracker to proceed.”
The tracker needs to be connected to share logs. Go to Settings, then Tracker Settings, and tap Connect. If it won’t connect, see “The app can’t find my tracker”.
Download failed. Retry
The tracker lost touch with your phone, or had nothing to send. Put it right next to your phone and tap the row again. If it keeps failing, tell support.
Upload failed. Retry
Your phone couldn’t send the logs. Check it’s online, on Wi-Fi or mobile data, and tap the row again. It doesn’t need to fetch them from the tracker again.
It’s about your account
Changing your name, email or phone number, or deleting your account, is covered in Your account.

Try it out

Frequently asked questions

Help in the app
Where do I find help in the Waggi app?

Open the Profile tab, tap the gear at the top right to open Settings, then tap Help. There you’ll find User Guides, FAQs and Report an Issue. Share Diagnostic Logs is in Settings, just below Help.

What’s in User Guides?

Three guides: Device Troubleshoot Guide, Waggi Basic Guide and Light & Button Guide. Each one opens Waggi’s support site in your browser. Step-by-step guides are also here in the Help Center.

What does the Troubleshoot button in the app do?

It opens Waggi’s support site in your browser. You’ll see it when the tracker is disconnected, or when pairing or connecting fails. Fixes for the same problems are in Troubleshooting here in the Help Center.

Reporting a problem
How do I report a problem in the app?

Go to Settings, then Help, then Report an Issue. Choose Tracker, App or Other, give the issue a few words under Issue type, describe what happened under Issue Details, then tap Send Report.

What happens after I send a report?

You’ll see “Issue reported”. The report reaches our team with your Waggi account, so we know who it’s from. You won’t get a confirmation email.

What should I put in my report?

Say what happened and when, any message you saw word for word, and what you’ve already tried. If it’s about the tracker, sharing diagnostic logs as well helps our team.

Sharing logs
How do I share diagnostic logs?

Connect the tracker and keep it next to your phone. Go to Settings and tap Share Diagnostic Logs, just below Help. Wait for Logs uploaded and a tick. It can take a few minutes.

What’s in diagnostic logs?

A technical record the tracker keeps of how it has been working, which helps our team find out what went wrong. Nothing from your phone is included. They go to the Waggi team linked to your tracker, and the app deletes its copy once they’re sent.

Contacting us
How do I contact Waggi support?

Email support@waggi.com, or tap Contact support at the top of any page in this Help Center. Tell us what you’re seeing, any message word for word, and whether you use an iPhone or an Android phone. From the app, you can also use Report an Issue in Settings, then Help.

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