There are 2 ways of reporting an issue to us via the Proxy ID app.
Option 1: If you have multiple access cards, you can report an issue from the Wallet View
1. Open the Proxy ID app.
2. Click on the Wallet View icon - it's the middle icon at the bottom of the screen. This will display all the access cards in your Proxy ID app.
3. Click the “Get Help” that's situated under your access cards.
Option 2: If you have only one access card (or if you are having difficulty when you are in an individual access card)
1. Open the Proxy ID app.
2. If you have only one access card, you will be taken directly to the Individual Card View. If you have multiple access cards, you can click on an access card in your Wallet View and it will take you to the Individual Card View for that access card.
3. Once you are in the Individual Card View, click the "?!" button positioned in the top left corner of the screen.
Once you click on "Get Help" from the Wallet View or the "?!" from the Individual Card View, you will be taken to the “Is something wrong?” diagnostic flow. From here, select from the list what you are experiencing. Once done, you will be able to send us a message.
Note: For troubleshooting purposes, “Enable diagnostic logging” needs to be enabled for Android devices. Enable diagnostic logging is automatically turned on for Apple devices but is optional on Android devices. This helps us gather additional information about your Proxy service. The logs are stored locally on your device.