There are 2 ways of reporting an issue to us via the Proxy ID app.
On iOS:
Option 1: 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: From the Individual Card 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 on an access card.
4. 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 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.
On Android:
Option 1:
- Open the Proxy ID app.
- On the bottom of the Proxy home screen, click “Send Feedback”.
Option 2:
- Open the Proxy ID app.
- Click on the profile icon in the top left corner.
- Under the “Help” section, click “Send Feedback”.
Option 3:
- Open the Proxy ID app.
- Click on the top right menu icon (with the 3 dots), click on “Send Feedback”.
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. To enable this feature, launch the Proxy ID app, open the settings menu and slide the button next to “Enable diagnostic logging” to the right.