Support Request

RouteBot allows you to send support requests directly from the app. This guide explains how to get help when you need it.

Types of Support

The app provides two ways to get help:

Option Description
Support Request Send a message to support team
Help Screen View contact information

Note: The Support Request feature may not be available for all users. It depends on your transportation provider's configuration.

Support Request Feature

What It Is

The Support Request feature allows you to:

  • Write a message describing your issue or question
  • Send it directly to the support team
  • Get a response via phone or other contact

When to Use It

Use Support Request for:

  • Questions about your service
  • Reporting issues with the app
  • Suggestions or feedback
  • Non-urgent inquiries

For urgent matters, use phone contact instead.

Accessing Support Request

  1. Go to the Settings tab (gear icon)
  2. Tap Support (or similar)
  3. The Support Request screen opens

Note: If you don't see this option, your school/company may not have enabled it. Use the Help screen instead.

Sending a Support Request

Step 1: Write Your Message

  1. Tap the message input area
  2. Type your message, request, or question
  3. Be clear and specific about your issue

Message Guidelines

  • Maximum 1,000 characters
  • Include relevant details
  • Describe the problem clearly
  • Mention when the issue occurs

Character Counter

A counter shows remaining characters:

  • Normal: Full count available
  • Warning (yellow): Under 100 remaining
  • Danger (red): Under 50 remaining

Step 2: Send the Message

  1. Tap the Send button
  2. Wait for the sending process
  3. A success message appears: "Message Sent!"

Step 3: Confirmation

After sending:

  • You see a success confirmation screen
  • Your message has been received
  • The support team will contact you
  • Tap OK or Go Back to return

What Happens Next

After you send a support request:

  1. Your message goes to the support team
  2. It includes your phone number for contact
  3. Support reviews your request
  4. They contact you to follow up

Response Time

  • Responses typically within 24 hours on business days
  • Urgent issues may be prioritized
  • Complex questions may take longer

Help Screen

If Support Request isn't available, use the Help screen:

Accessing Help

  1. Go to the Settings tab
  2. Tap Help (or similar)
  3. View contact information

What the Help Screen Shows

Information Description
Phone Number Call for support
Email Address Send an email (copy to clipboard)
Working Hours When support is available

Using Contact Options

Phone:

  1. Tap the phone number
  2. Your phone's dialer opens
  3. Call for immediate help

Email:

  1. Tap the email address
  2. Email is copied to clipboard
  3. Paste in your email app and send

Tips for Effective Support Requests

Be Specific

Include:

  • What you were trying to do
  • What went wrong
  • When the issue occurred
  • Any error messages you saw

Provide Context

Helpful information:

  • Which route or service
  • Which child (for parents with multiple)
  • Your phone model (for technical issues)
  • App version (if known)

Example Good Request

"I'm not receiving notifications when the bus approaches my stop in the morning. My daughter is on Route 15 - Lincoln Elementary. My phone is iPhone 13 with iOS 17. Notifications are enabled in the app settings. This started happening this week."

Example Less Helpful Request

"Notifications don't work. Please fix."

The more details you provide, the faster and better the support team can help.

What Support Can Help With

They Can Help With

  • App functionality questions
  • Notification troubleshooting
  • Understanding features
  • Reporting bugs
  • General inquiries

They May Not Help With

  • Route changes (contact transportation provider)
  • Driver issues (contact transportation provider)
  • Account registration (contact your school/company)
  • Billing questions (contact transportation provider)

For provider-specific issues, contact your transportation company directly.

Information Included

When you send a support request, the following is automatically included:

  • Your phone number
  • Your name (from your profile)
  • Your school/company (if available)

This helps support identify you without asking for details.

Troubleshooting

"Message could not be sent"

  • Check your internet connection
  • Try again in a moment
  • Use phone contact if urgent

"Support option not visible"

  • Your school/company may not have enabled it
  • Use the Help screen for contact info
  • Contact your transportation provider directly

"No response received"

  • Wait 24-48 hours on business days
  • Check if your phone is reachable
  • Send another request if needed
  • Try phone contact for urgent matters

Next Steps:

Last updated: March 23, 2026