Our support team may request your support logs to better understand your concern and provide the best possible solution. Your support logs are computer-generated records of your activity within Valora. They are useful for analysis, troubleshooting, and debugging purposes. Thank you for your cooperation in providing these logs.
To achieve optimal results, it is recommended that you use your phone's built-in email application (Mail for iOS and Gmail for Android). This will increase the chances of the log files being attached as a file, rather than being copied and pasted into the body of the email and potentially being cut off.
Step 1 - Navigate to Valora's contact screen
There are two ways you can find this screen:
- Go to Menu > Help > Contact, or
- Shake your phone while Valora is open and a popup asking if you are having trouble will appear. Tap Contact Support.
Step 2 - Input all relevant information
- In the message box, provide any helpful details. If you were already speaking to an agent in another ticket and were requested to send in logs, write your original ticket’s number for their quick reference (example: Logs for Ticket #2100).
- Make sure the Attach Logs option is selected.
- Tap Submit.
- A pre-populated email will appear.
- Review the email to make sure all details are included and that your logs are properly attached in a .txt file.
- Attach any relevant screenshots. See below for more instructions.
- Send the email.
Do not include any sensitive information, such as your PIN or Recovery Phrase.
How to attach screenshots
iPhone - Attach screenshots in the Mail app
- In the Mail app, find an empty spot in the email body and double-tap.
- You should see a black text menu. Then tap the right arrow until you see the option to "Insert Photo or Video".
- Choose the screenshot(s) from your photo gallery.
Android - Attach screenshots in the Gmail app
- In the Gmail app, tap the paperclip icon to add an attachment.
- Tap Attach file.
- Choose the screenshot(s) from your photo gallery.