Can't find what you need in the help center, or something isn't working the way it should? Here's how to reach us and what to send so we can help quickly.
How to reach support
Email support@ecobot.com. That works from any plan and creates a ticket you can reply to.
What to include in your request
The more of this you include up front, the faster we can get to a fix instead of a follow-up question.
- Which app — Ecobot Collector (mobile) or Ecobot Manager (web).
- Your device and version — For Collector: the device (for example, iPhone 15 or Samsung Galaxy Tab), its OS version, and the Collector version from the app's settings screen. For Manager: which browser you're using.
- The survey name and the account email you're signed in with.
- What you were doing and what happened instead — for example, "Tapped Sync & Check-In Survey on Wi-Fi and got RemoteClientError: badRequest."
- Screenshots of the screen and any error message. A short screen recording is even better for anything that involves several taps.
- For lost or wiped devices — the survey names that were checked out to it and, if you know it, how many points and photos they should contain.
Before you write in
A few things fix most issues on their own, and we'll usually ask you to try them first:
- Update to the latest version of Collector from the App Store or Google Play, or refresh Manager in an up-to-date Chrome or Edge browser.
- Restart the app and the device.
- Confirm you have a stable connection, then sync again.
The Troubleshooting in Ecobot article walks through common problems with GPS, photos, syncing, and sign-in.