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Support

This section provides information about getting help with the AppTrove Expo SDK, including contact details, documentation resources, and troubleshooting guidance.

Getting Help​

Contact Support​

For technical support and assistance with the AppTrove Expo SDK:

Email: support@trackier.com

Response Time: We typically respond within 24-48 hours during business days.

Documentation Resources​

  • Trackier Documentation: Comprehensive documentation for all Trackier products
  • SDK Example App: Complete example implementation
  • API Documentation: Detailed API reference

Before Contacting Support​

To help us provide faster and more accurate assistance, please include the following information when contacting support:

Required Information​

  1. SDK Version: The version of trackier-expo-sdk you're using
  2. Platform: Android, iOS, or both
  3. Expo Version: Your Expo SDK version
  4. React Native Version: Your React Native version
  5. Environment: Development, testing, or production
  6. Issue Description: Clear description of the problem
  7. Steps to Reproduce: Detailed steps to reproduce the issue
  8. Expected vs Actual Behavior: What you expected vs what happened
  9. Error Messages: Any error messages or logs
  10. Code Samples: Relevant code snippets (without sensitive information)

Example Support Request​

Subject: Expo SDK - Events not appearing in dashboard

SDK Version: 1.2.3
Platform: Android
Expo Version: 49
React Native Version: 0.72.0
Environment: Development

Issue: Events are not appearing in my Trackier dashboard after tracking them in the app.

Steps to Reproduce:
1. Initialize SDK with correct key
2. Track a simple event
3. Check dashboard - no events appear

Expected: Events should appear in dashboard within a few minutes
Actual: No events appear after 30 minutes

Error Messages: None

Code Sample:
const event = new TrackierEvent(TrackierEvent.PURCHASE);
TrackierSDK.trackEvent(event);

Common Issues & Solutions​

SDK Initialization Issues​

Problem: SDK fails to initialize Solutions:

  • Verify your SDK key is correct
  • Check internet connectivity
  • Ensure you're using the correct environment setting
  • Verify all dependencies are properly installed

Event Tracking Issues​

Problem: Events not appearing in dashboard Solutions:

  • Confirm SDK is initialized before tracking events
  • Check your SDK key and environment settings
  • Verify internet connectivity
  • Wait 5-10 minutes for events to appear

Deep Linking Issues​

Problem: Deep links not working Solutions:

  • Check Android manifest configuration
  • Verify iOS Associated Domains setup
  • Test on real devices, not simulators
  • Ensure callback is set before SDK initialization

Build Issues​

Problem: Build errors on Android/iOS Solutions:

  • Clean and rebuild your project
  • Check all dependencies are properly added
  • Verify ProGuard rules (Android)
  • Run pod install for iOS (bare workflow)

Development Resources​

Example Application​

A complete example app is available in the SDK repository:

  • React Native Example
  • Demonstrates all SDK features
  • Includes best practices
  • Shows proper integration patterns

Code Samples​

Visit our documentation for code samples and examples:

Community & Updates​

SDK Updates​

  • Check for updates regularly on npm: npm info trackier-expo-sdk
  • Review changelog for new features and bug fixes
  • Test updates in development before deploying to production

Best Practices​

  • Always test on real devices
  • Use appropriate environment settings
  • Implement proper error handling
  • Follow security best practices
  • Keep SDK version updated

Escalation Process​

If your issue requires immediate attention:

  1. Email Support: Send detailed information to support@trackier.com
  2. Include Priority: Mark urgent issues clearly
  3. Follow Up: If no response within 24 hours, send a follow-up email
  4. Escalation: For critical production issues, mention "URGENT" in the subject line

Feedback & Feature Requests​

We welcome feedback and feature requests:

  • Feature Requests: Email with detailed use case and requirements
  • Documentation Feedback: Report issues or suggestions for improvements
  • Example Contributions: Share useful examples or code snippets

Business Hours​

Support Hours: Monday - Friday, 9:00 AM - 6:00 PM (UTC)

Emergency Support: Available for critical production issues outside business hours.

For the most up-to-date information, refer to the Trackier documentation.