Troubleshooting

How to Report a Problem or Give Feedback

Learn how to contact support, report bugs, and share your suggestions to help improve Sunu.

We value your feedback! If you encounter a bug, have a suggestion, or need to report a problem, here's how to reach us.

Contacting Support

Step 1: Navigate to the Profile tab

Step 2: Scroll down to the "Support" section

Step 3: Tap on "Contact Support"

Step 4: This opens a new email draft in your default mail app, pre-addressed to our support team

Step 5: Compose your message with details

Step 6: Send the email

What to Include in Your Message

For Bug Reports

Essential information:

What you were trying to do — The specific action or task
What you expected to happen — The intended result
What actually happened — The bug or unexpected behavior
When it started — First occurrence or if it's ongoing

Additional helpful details:

iPhone model (e.g., iPhone 14 Pro)
iOS version (Settings > General > About)
App version (Profile > About)
Frequency (always, sometimes, once)
Any error messages shown

Screenshots or recordings:

Visual evidence of the issue
Screen recordings especially helpful
Show the steps leading to the bug
Capture any error messages

For Feature Requests

Describe your request:

What feature you'd like to see
Why it would be useful
How you envision it working
What problem it would solve

Provide context:

Your use case
How often you'd use it
Similar features in other apps
Priority/importance to you

For General Questions

Be specific:

What you're trying to accomplish
What you've already tried
Where you're stuck
What documentation you've read

Context helps:

Your situation
Relevant health data types
Devices you're using
Your workflow or goal

How to Take Screenshots

On iPhone with Face ID

Step 1: Press Side button + Volume Up simultaneously

Step 2: Screenshot is taken and appears in bottom left

Step 3: Tap thumbnail to edit/annotate

Step 4: Tap "Done" > "Save to Photos"

On iPhone with Home Button

Step 1: Press Home button + Side/Top button simultaneously

Step 2: Screenshot saved to Photos automatically

How to Record Your Screen

Enable Screen Recording

Step 1: Settings > Control Center

Step 2: Add "Screen Recording" if not present

Step 3: Swipe down from top-right (Face ID) or up from bottom (Home button)

Step 4: Press and hold the record button

Step 5: Tap "Start Recording"

Step 6: Wait for 3-second countdown

Step 7: Perform the actions showing the issue

Step 8: Tap red status bar and confirm "Stop"

Step 9: Video saves to Photos app

Response Times

What to Expect

Typical response:

24-48 hours for most inquiries
Acknowledgment usually within 24 hours
Complex issues may take longer
Peak times may extend wait slightly

Priority responses:

Account access issues
Payment/subscription problems
Security concerns
Critical bugs affecting many users

Lower priority:

Feature requests
General questions (answered in Help Center)
Enhancement suggestions
Non-urgent feedback

Before Contacting Support

Check the Help Center First

Common solutions found here:

Apple Health sync issues
Permission problems
Feature how-tos
Account management
Subscription questions

Benefits of self-service:

Instant answers
Comprehensive guides
Step-by-step instructions
Available 24/7

Try Basic Troubleshooting

Quick fixes to try:

Restart the app
Check permissions
Update the app
Restart your iPhone
Check internet connection

Often resolves:

Sync issues
Display problems
Minor glitches
Performance hiccups

Types of Feedback We Welcome

Bug Reports

We want to know about:

App crashes
Features not working
Data not syncing
Incorrect calculations
UI/display issues
Performance problems

The more detail, the better:

Exact steps to reproduce
Screenshots or videos
Device and iOS version
When it started happening

Feature Requests

Tell us what you'd like:

New health tracking features
UI/UX improvements
Integration requests
Workflow enhancements
Automation ideas

We consider:

Frequency of requests
Value to users
Technical feasibility
Alignment with mission
Resource availability

General Feedback

Share your thoughts on:

Overall app experience
What you love
What frustrates you
Confusing areas
Missing features
Design suggestions

Constructive criticism helps:

Honest feedback appreciated
Specific examples helpful
Comparisons to other apps useful
Your use cases inform design

Privacy and Support

What We Can See

In support emails:

Your email address
Message content
Attachments you send
Previous support conversation

We cannot see:

Your health data (unless you share it)
Chat conversation content (unless you include it)
Apple Health data
Personal health information

Share only what's relevant:

Include necessary screenshots
Can redact sensitive information
Only send data needed for troubleshooting

Following Up

If You Don't Hear Back

Wait 48 hours first:

Check spam/junk folder
Verify email address was correct
Look for auto-reply confirmation

Then follow up:

Reply to original email
Reference original subject line
Mention date of first contact
Include original message

If Issue Isn't Resolved

Continue the conversation:

Reply to support's email
Provide any requested information
Try suggested solutions
Report if suggestions didn't work

Be patient:

Some issues take time to investigate
May need multiple back-and-forth exchanges
Complex bugs require testing
Updates may be needed

Alternative Feedback Channels

In-App Feedback (If Available)

Some features may have:

Quick feedback buttons
Rating prompts
Emoji reactions
"Was this helpful?" options

Use these for:

Quick thumbs up/down
Feature-specific feedback
Immediate reactions
Simple assessments

App Store Reviews

Consider leaving a review:

Share your overall experience
Help other users decide
Influence app ranking
Show appreciation

Review guidelines:

Be honest and fair
Specific examples helpful
Update if issues are fixed
Constructive tone appreciated

Note: We can't respond to App Store reviews directly, so for actual support needs, use email.

Community Engagement

Future Possibilities

Potential channels:

User forums
Community discussions
Beta testing programs
User research participation

Stay informed:

Check app announcements
Follow official channels
Watch for emails about new programs

What Happens to Your Feedback

How We Use It

Bug reports:

Logged in tracking system
Prioritized by severity
Assigned to developers
Fixed in future updates
You may be notified when resolved

Feature requests:

Reviewed by product team
Added to feature roadmap
Considered for future releases
Popular requests prioritized
May reach out for more details

General feedback:

Analyzed for patterns
Informs product decisions
Helps prioritize improvements
Shapes future direction

Tips for Effective Communication

Be Clear and Specific

Good: "When I try to log a meal by tapping the camera button on the Home screen, the app crashes immediately. This started after updating to iOS 18.2. I've tried restarting the app and my iPhone 14 Pro, but it still happens every time."

Less helpful: "App doesn't work, please fix"

Include Context

Helpful details:

What you were doing before the issue
Any recent changes (updates, new devices)
Whether it's consistent or intermittent
Impact on your usage

Suggest Solutions

If you have ideas:

How you think it should work
Similar solutions you've seen
Why your suggestion would help
Trade-offs you've considered

📧 Email Tip

When emailing support, use a descriptive subject line like "Bug: App crashes when logging meals" instead of just "Problem" or "Help". This helps us route your issue to the right team member faster.

📱 Before Sending

Always check that you've included: 1) What you were trying to do, 2) What actually happened, 3) Your iPhone model and iOS version, 4) Screenshots if relevant. This information helps us help you faster!

💙 Thank You

We appreciate you taking the time to help us make Sunu better. Every bug report, feature request, and piece of feedback helps us create a better experience for all users. Your input directly shapes the future of the app.