If something in BuildersAI is not working, tell us. There is a proper form for it, it goes straight to the people who build the app, and you get a reference so you can chase it.
Where it is in a browser:
- Click your avatar at the top right
- Click Get help
Where it is on the phone:
- Open the side menu (☰)
- Tap Get help
Report it from the phone when the problem is on the phone. It sends what your phone knows and a browser cannot: your app version, and whether anything is still waiting to upload. If you are out of signal, the report is kept and goes as soon as you have some.
Try the help pages first
The form shows you the help pages about whatever you pick before you send anything. It is worth a look. A fair number of problems are a setting rather than a fault, and a help page answers those in a minute instead of a day.
If the page does not answer it, carry on with the form. You have lost nothing.
What we ask you, and why
It is a handful of short questions and most of them are buttons rather than typing. Every one of them saves us writing back to ask.
- What do you need help with? Pick the closest: Something isn’t working, Photos, files or changes aren’t syncing, Notifications, Check-in and location, SiteBot, Information is missing or looks wrong, It’s slow, or it crashed, Signing in, two-factor or my account, Plan, billing or seats, An idea or suggestion, or Something else.
- Which part of BuildersAI? and Which project? So we are looking at the right screen on the right job. If you opened the form from inside a project, both are filled in for you.
- What happened instead? In your own words. This is the only box you have to fill in.
- What were you trying to do? and What did you expect to happen? Both optional, and both worth a sentence. They are how we tell “this button does the wrong thing” from “this button does what it should and I wanted something else”.
- How much is it holding you up? Three answers: I can’t carry on working, It’s slowing me down, or It’s a small thing. Be straight with us. I can’t carry on working is looked at before the rest of the queue and offers you a box for a number we can ring, and if it is stopping other people on your team too it is marked urgent.
- How often does it happen?, When did it start? and Is it just you? All optional. If it started today and it is happening to everybody, that is something we broke and we want to hear about it straight away. If it has always done it on one computer, that is a different problem with a different answer.
- Screenshots. Up to six, from your photos on the phone or from your computer. A picture of the error is usually worth more than a paragraph about it.
What we can see, and what we cannot
Your report brings some details with it, so that nobody has to ask you for them: the version of BuildersAI you are on, your browser or phone and its operating system, your language, time zone, whether you were online, the screen you were on, and the project and organisation you had open. From the phone it also brings whether anything is still waiting to upload, and which permissions you have given the app, which together answer most reports of other people not seeing something. It also brings the reference of the last error the app recorded, if there was one, and, if you have agreed to analytics, the reference that lets us find your visit in our own tools. Nothing you typed anywhere else, and no files except the screenshots you choose.
You see all of it before you send. On the last step, open What we’ll send with this and every line is there.
We keep your requests for as long as you have an account. There is no timer on them, so you can look back at something you reported two years ago and we can account for what we told you about it. They are deleted with your account, screenshots and all.
We cannot see inside your project unless you let us. The last step asks whether BuildersAI support may look at the project to investigate. It is off unless you turn it on, you can say no and still get help, and even with a yes it is not a free pass: someone here has to open a time-limited permission that runs out by itself, and every look is recorded. Your photographs, your files and your team’s details are yours.
What happens next
- You get an email straight away with a reference like SR-1042. Keep it. Quote it if you ring us.
- Somebody reads it. A request that says your work has stopped is read before the rest of the queue.
- We reply by email, from a person. The reply is also on your request in the app, so nothing is lost if the email goes astray.
- You can reply back, as many times as you need, and attach more screenshots.
Your requests
In a browser, your avatar, then My support requests. On the phone, the side menu, then My support requests. Your open and past ones are listed newest first, with a dot on anything we have replied to and you have not read.
Each one shows the whole conversation, what you sent, what we said, and where it is up to:
- Received. It has arrived and is in the queue.
- We’re looking into it. Somebody is on it.
- Waiting for your reply. We have asked you a question, and we are waiting on your answer before we can carry on.
- Resolved. We think it is sorted. Have a look, and if it is not, press It is still happening, say what you are seeing, and send it: your reply puts it back with us. Say nothing for two weeks and it closes itself.
- Closed. Finished, either because you said so or because two weeks went by after we resolved it.
When you are happy, press This is fixed on your request and then Yes, close it. It saves us chasing you.
How to get a fix faster
- One problem per report. Three problems in one report get one answer, and usually the wrong one first.
- Send the screenshot. Even a slightly wrong one.
- Say what you were doing when it happened, not just what went wrong.
- Report a phone problem from the phone. It brings what is waiting to upload and what permissions the app has, and neither of those can be seen from a browser.
- Tell us if it stops you working. We treat that differently, and we can only do that if you say so.
- Reply when we ask you something. A request waiting on an answer is a request nobody is working on.
Other ways to reach us
Email support@buildersai.co.uk. It reaches the same people. The form is better, because it brings your app version, your device and your screenshots with it, and an email does not.
If you have found something that is not a fault but should work differently, send it anyway and pick An idea or suggestion. A lot of what is in the app started that way.