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Support and Troubleshooting Guide

We understand that sometimes issues may arise, and we are here to help you every step of the way. Before contacting our support team, we encourage you to explore the following steps, which might help you resolve the problem quickly and independently.

Browse Troubleshooting Section​

Our website's Troubleshooting Section is designed to address common issues and provide step-by-step solutions. We recommend starting here to find answers to your questions. To access the Troubleshooting Section, simply navigate to the product page and choose the "Troubleshooting" tab on the menu.

Unable to Find a Solution?​

No luck in the Troubleshooting section and the issue persists? Don't worry - we are here to assist you. Please reach out to our dedicated support team by sending an email to help@dronetag.cz

Warning:

Remember to follow the instructions outlined below to ensure we can best assist you.

1. Compose an Email​

To report a problem, please send an email to our support team at help@dronetag.cz. Make sure to use the subject line: "Problem Report - [Insert Your Product Name]." This will help us identify your request promptly.

2. Provide a Detailed Description​

In the body of the email, include a clear and comprehensive description of the problem you are facing. The more details you provide, the better we can understand the issue and offer you a tailored solution. Include information such as:

  • Email Address: Share the email address linked to your account. This will enable us to locate your account in our system and assist you more effectively.
  • Product Name: Specify the name of the product you are facing a problem with.
  • Serial Number: The serial number helps us to verify the device's authenticity and ensure that we are addressing the correct hardware-related problems. Where can I find the Remote ID SN?
  • Operating System: Let us know the operating system (e.g., Windows & its version, macOS, iOS 15...) you are using to help us identify any potential compatibility issues.
  • Problem definition: Explain the issue you're encountering, provide context about the situation in which the problem has arisen, and elaborate extensively on the specific behaviors you're observing. Additionally, outline your anticipated or desired outcomes in detail.
  • Steps to Reproduce: If applicable, provide a step-by-step guide on how we can replicate the problem. This will allow us to investigate and find the root cause quickly.
  • Video Recording of the Screen: For certain issues, a video recording of the app's screen can significantly aid our understanding of the problem. If possible, create a short screen recording that demonstrates the problem you are facing and attach the record to the email.
  • Additional Information: Feel free to attach any relevant screenshots or error messages you have encountered during the problem. These additional details can help us analyze the situation better and provide accurate solutions.

3. Send the Email​

Double-check that you have provided all the necessary information and attached any relevant files. Once you are satisfied, hit the send button to forward your email to our support team.

Our dedicated support team will review your problem report promptly and work to provide you with a solution as soon as possible. We appreciate your patience and cooperation in helping us serve you better.