How do I contact Customer Support?

Your Options for Contacting Customer Support:

1) Auto-Generate Support E-Mail Request

The easiest way to contact our support team is from within the Chronic Pain Tracker application. Just tap on the Settings tab and then on the “Send E-Mail to Support Team” option.

This will trigger the app to create an e-mail containing lots of application status information that can help our support team diagnose any problems with your installation. Don’t worry – this information does not include any of your diary contents. It only includes things like the hardware and software versions on the device, certain preference settings, and statistical information about the application.

Once the e-mail appears on your screen, please type in the details about the question or problem you’re experiencing. The e-mail is automatically addressed to our support team, so all you need to do is hit the Send button to complete the process. Once we have received your e-mail, one of our support team members will get back to you – usually within 24 hours.

2) Online Support Request Portal

If you are unable to send e-mail from your device or for some reason you can’t access the Settings menu within the app, then you should submit a support request through our online interface. It’s easy to do and will go straight to the same folks that answer the app generated support requests.

3) Send Us a Direct E-mail

Finally, you can always reach us by sending a normal e-mail to support @ chronicstimulation.com

Please include details like the device type, iOS version, CPT version, etc. along with a very detailed description of the trouble you are having. The more information you provide, the easier it is for our techs to diagnose the issue.

Before you Contact Support:

We want to see you back up and running with CPT as quickly as possible, so here are some easy steps that can often correct issues that may pop up with CPT (or any other iOS app for that matter). Give these a try first to see if the problem can be resolved before escalating to the support team.

When you contact us, please let us know if you tried these two initial steps to resolve the issue and whether or not they had any effect on what you are encountering. This will save us time in helping you to diagnose the issue.

1) Restart the CPT application

Sometimes a simple restart of the application can resolve an intermittent problem. Many folks mistakenly believe that whenever you switch between apps on an iOS device that you are “restarting” the app, but this is not the case. The Apple iOS uses a multi-tasking environment which simply sends applications to a background state whenever you switch between apps. This is a great system normally, but it does mean you need to take a couple extra steps to truly shutdown and reopen an application.

Why does this help?

Going through the closing and reopening process forces the app to go through internal processes that will clear caches, shutdown any ongoing processes, and restart the database subsystem used to process your diary data. It also clears out any device memory being utilized by the app so that when it starts up fresh memory usage will be in an optimal state.

Steps to Complete:

Depending on which Apple iOS version you are using, the steps to close and reopen an app vary. Here are the recommended steps to try:

  • If you are using iOS 6.x
    • Tap the device’s Home button to send CPT to the background
    • Double tap the device’s Home button to display the background apps bar along the bottom of the screen
    • Tap/Hold on the Pain Tracker icon until you see the red circle with the “-” (minus) sign.
    • Tap the minus sign to shutdown the app
    • Now, restart the CPT app and see if the issue is resolved.
  • If you are using iOS 7.x
    • Tap the device’s Home button to send CPT to the background
    • Double tap the device’s Home button to display the multi-tasking app switcher. You should see a row of icons along the bottom with screenshots of each app just above the icons.
    • Swipe Up on the Pain Tracker screen shot to shutdown the app
    • Now, restart the CPT app and see if the issue is resolved.

2) Reboot your iOS device

Another easy solution for common iOS app glitches is to reboot the iOS device. This involves powering the device all the way down and then restarting it. Similar to the “backgrounding” of applications, it can seem like you are shutting down the device whenever you tap the power button, but normally all this is doing is shutting down the display and putting the operating system in a suspended state.

Why does this help?

Rebooting the device on a regular basis can provide a number of benefits. When you shutdown the device, all of the apps which have been sitting in the background are shutdown as well. And if you haven’t rebooted the device before, you may have dozens and dozens of apps sitting in a background state. Although the amount of memory and system resources those backgrounded apps take up is minimized, they can still hold onto memory and processing time (either intentionally or unintentionally) which can slow the device down and perhaps even cause problems within the apps.

When the device starts back up, it is just like a fresh reboot of your desktop computer – the iOS system (memory, processor, etc) is clean and organized and ready for action. Rebooting the device doesn’t need to be done all the time, but if you do encounter apps seeming to be slower or crashing more often than normal, it is a good step to take.

Steps to Complete:

  • For most devices, you simply press and hold the power button located along the upper edge of the device until you see a red slider on the screen that reads “Slide to Power Off”.
  • Slide your finger across the red bar to begin the shutdown process.
  • Wait for a few seconds until the screen goes black. You can now restart the device by press and holding the power button until the screen begins to show signs of life.
  • Then just wait for the device to boot up and you’re ready to go.