Reporting an issue, made easy
If tapcoat® behaves differently than expected — the app crashes, a check-in does not work, the wallet pass does not arrive or the dashboard shows no data — that is an issue. Here you can find out how to report it and what you can do in the meantime.
Step 1: Check the system status
First, open status.tapcoat.com. There you can see whether there is a known server-side issue. If an active issue is listed there, the team is already working on it. All you need to do is keep an eye on the status page.
Step 2: Quick self-help
Many issues can be fixed in just a few steps. Before you report anything, try the following:
- Close and restart the app
- Check the device’s internet connection — Wi-Fi or mobile network
- Restart the device
- Check whether an app update is available
If the problem persists afterwards, report it to the support team.
Step 3: Report the issue
Send an email to hello@tapcoat.com or — depending on your plan — call +49 69 5060 77078. Describe the issue with the following information:
- Account name or registered email address
- Device and operating system (e.g. iPhone 15, iOS 18)
- What exactly happens — and what should happen instead
- When the issue first occurred (date and time)
- Whether the problem occurs on all devices or only on a specific one
- Screenshot or screen recording, if possible
What happens next
The support team confirms receipt of your report by email and gets back to you with an initial assessment or a solution. The response time depends on your plan and the urgency. Serious issues affecting live events are given priority.
If an issue is confirmed on the server side, it also appears on status.tapcoat.com — subscribe to the status page and you will hear about it without having to ask.