Bozy Technical Support Guidelines

Thank you for choosing Bozy ("the App"). We are committed to providing reliable, timely, and comprehensive technical support to ensure a seamless user experience for all our users aged 18 and above. This Technical Support Guidelines outlines the scope of our support services, how to reach our support team, common issues and troubleshooting steps, and important disclaimers to help you resolve technical challenges efficiently.

1. Scope of Technical Support

Our technical support team is dedicated to assisting with issues related to the functionality, performance, and accessibility of the Bozy App across supported devices and platforms (iOS). The key areas covered by our support services include:

App Installation & Setup: Assistance with downloading, installing, and configuring the Bozy App on compatible iOS devices, including troubleshooting installation failures, update errors, and account setup issues (e.g., email verification, username/password configuration).
Functionality Issues: Resolution support for bugs, glitches, or malfunctions affecting core App features, such as User-Generated Content (UGC) upload/download, in-app purchase processing, content browsing, and account management. This includes issues like unresponsive buttons, failed UGC submissions, in-app purchase authorization errors, and missing purchase history.
Performance & Stability: Help with addressing slow loading times, App crashes, freezes, or battery drain issues caused by Bozy’s operation on your device. We will guide you through steps to optimize App performance, such as clearing cache or updating your device’s operating system.
Device & Compatibility: Guidance on device compatibility (e.g., minimum iOS version requirements, supported device models) and troubleshooting issues arising from incompatible hardware/software configurations.
Account-Related Issues: Support for account access problems (e.g., forgotten passwords, locked accounts, unauthorized access), profile editing errors, and linking/updating account information (e.g., email address changes).
In-App Purchase Support: Assistance with verifying in-app purchase transactions, resolving payment failures, processing refund requests (in line with Apple App Store policies), and recovering missing purchased items (e.g., virtual goods, subscription access).

Please note that our technical support does not cover:

Issues arising from unauthorized modifications to the App (e.g., jailbreaking, third-party hacks, or modified APKs).
Problems caused by device damage, malware, or conflicts with other third-party apps installed on your device.
General user education on basic device operation (e.g., how to navigate iOS settings, manage storage).
Legal or privacy-related inquiries (for privacy questions, refer to our Privacy Policy or contact our privacy team at help@bozyonline.com).
Content moderation requests (UGC reporting should be submitted via the App’s built-in reporting tool, not technical support channels).

2. How to Contact Technical Support

To ensure we can assist you effectively, please use the following official channel to reach our support team:

Primary Support Channel: Email – help@bozyonline.com

When contacting us, please include the following details in your email to expedite the resolution process:

Your full name and registered Bozy account email address (if applicable).
A detailed description of the issue, including when it occurred, what actions you were performing when the issue arose, and any error messages displayed (copy/paste or screenshot the error text if possible).
Your device information: model (e.g., iPhone 14), iOS version (e.g., iOS 17.2), and Bozy App version (found in the App’s "Settings" > "About" section).
Steps you have already taken to troubleshoot the issue (e.g., restarting the device, reinstalling the App, clearing cache).
For in-app purchase issues: a copy of the purchase receipt (from Apple’s App Store) and the transaction ID.

Our support team aims to respond to all valid inquiries within 24 business hours (Monday to Friday, 9:00 AM – 6:00 PM GMT, excluding public holidays). Complex issues (e.g., App crashes requiring log analysis) may take up to 48 hours to resolve, and we will keep you updated on the progress via email.

3. Common Technical Issues & Troubleshooting Steps

Before contacting our support team, we recommend trying the following troubleshooting steps to resolve common issues:

Issue 1: App Fails to Install or Update

Troubleshooting:

Check that your device meets the minimum requirements (iOS 14.0 or later).
Ensure your device has sufficient storage space (at least 200MB free for Bozy installation/updates).
Verify your internet connection (switch between Wi-Fi and cellular data to rule out network issues).
Restart the App Store and your device, then attempt the installation/update again.
Sign out of your Apple ID, restart your device, and sign back in before retrying.

Issue 2: App Crashes or Freezes

Troubleshooting:

Close the App completely (swipe up from the bottom of the screen to access the App switcher, then swipe Bozy closed) and reopen it.
Restart your device to clear temporary system glitches.
Check for Bozy App updates in the App Store – outdated versions may contain known bugs that cause crashes.
Clear the App’s cache (Settings > Bozy > Storage > Clear Cache) – note that this will not delete your account data or UGC.
If the issue persists, reinstall the App (ensure you log in with your registered account to restore your data).

Issue 3: In-App Purchase Not Processed or Items Missing

Troubleshooting:

Verify that the payment was completed in your Apple App Store purchase history (Settings > [Your Name] > Media & Purchases > View Account > Purchase History).
Restart the Bozy App and check if the purchased item is available (some items may take a few minutes to sync).
Ensure you are logged into the same Apple ID used for the purchase and the same Bozy account linked to the purchase.
Contact our support team with the transaction ID and receipt to initiate a manual verification and recovery process.

Issue 4: Unable to Upload/View UGC

Troubleshooting:

Check your internet connection – UGC uploads require a stable Wi-Fi or cellular data connection.
Ensure the content complies with our UGC Guidelines (e.g., file size limits: videos ≤ 250MB, images ≤ 50MB).
Verify that Bozy has permission to access your device’s camera, photos, and microphone (Settings > Bozy > Privacy).
Clear the App’s cache and retry the upload – corrupted cache may interfere with content processing.

Issue 5: Account Login Issues

Troubleshooting:

Reset your password via the "Forgot Password" link on the login screen (a reset link will be sent to your registered email).
Check if your account has been locked due to multiple failed login attempts – contact support to unlock it.
Ensure you are using the correct email address associated with your Bozy account (typos are a common cause of login failures).
Update the App to the latest version – outdated versions may have compatibility issues with our authentication system.

4. Additional Support Information

App Updates: We regularly release updates to fix bugs, improve performance, and add new features. Enable automatic updates for Bozy in the App Store to ensure you have the latest, most stable version.
System Requirements: Bozy requires iOS 14.0 or later. Devices running older iOS versions may experience limited functionality or compatibility issues – we recommend updating your device’s operating system to the latest supported version.
Data Backup: For critical account data (e.g., UGC), we recommend manually backing up content to your device or cloud storage, as Bozy does not guarantee unlimited data retention for user-generated content (refer to our Privacy Policy for data retention rules).
Feedback & Feature Requests: We welcome your feedback to improve Bozy’s functionality. If you have suggestions for new features or improvements, please include them in your email to help@bozyonline.com – our product team reviews all user feedback regularly.

5. Disclaimer

Bozy’s technical support is provided on an "as-is" basis. While we strive to resolve all valid issues promptly, we do not guarantee that all problems can be solved, especially those caused by factors outside our control (e.g., device hardware failures, iOS system updates, or internet service provider outages). We reserve the right to modify this Technical Support Guidelines at any time, and updated versions will be posted on the Bozy App and our official website (if applicable). Your continued use of the App constitutes acceptance of the updated guidelines.

If you have any further questions about our technical support services, please do not hesitate to reach out to us at help@bozyonline.com. We are committed to ensuring that Bozy delivers a reliable and user-friendly experience for all our users.