On the web, help sits in the bottom-right corner. Search the help center first. Then send a bug, a feature request, or a general question.
Open help on the web
Sign in to the Cloneable web portal.
Look at the bottom-right corner of the page. Open the help control there. It is on every page after you sign in.
You need a working internet connection.
Search first
Search for the task, or for a message you see on screen. Configuration steps and map-icon behavior are good searches.
Open the closest article and try it. Known stuck states live in Fix a problem.
If you still need us
The help control opens to Home, with Create a ticket (Bug or Feature request), Chat with us, and Search for help. Pick the one that fits:
Bug when something that should work does not. An error, a stuck export, missing data, or a wrong result.
Feature request when the product works, but you want something added or changed.
Chat with us when you are not sure which path fits, want a faster back-and-forth, or the docs do not cover it yet.
A Messages tab keeps your open conversations and ticket replies in one place.
What to send
The ticket form asks different questions depending on the type. Your email is already filled in, since that is where replies and ticket updates go.
Bug (only Description is required, the rest speeds things up):
Description, required. What happened, including any text on screen.
Title, optional. A short summary.
Job/project ID, optional, if applicable.
Steps to reproduce, optional. What you were doing right before it happened, and what you already tried.
How many users are affected, optional.
Feature request (Title, Description, the problem it solves, and how important it is are all required):
Title, required.
Description, required.
What problem does this solve for you?, required.
How are you working around this today?, optional.
How important is this?, required.
Stay in one conversation per issue.
On the phone
In UtilityScout, tap the ? icon in the top bar, next to your profile icon. It opens a panel with short tutorial videos, such as assembling the stick and placing it on a pole, and a Chat button.
Chat opens the same Cloneable support widget used on the web portal: Create a ticket (Bug or Feature request), Chat with us, and Search for help. The ticket fields are the same ones described above.
If you hit a software bug, a freeze, or a sync error, tap Person Icon → Settings → Upload Diagnostic Data before you report it. That sends your device logs, app caches, and session state to engineers, which is more reliable than reading the on-screen version number.
See When something goes wrong out in the field for troubleshooting steps.
What only we can change
Most of what customers ask us for is now self-serve. Open a template with the Edit button beside it on its configuration stage, and you can reorder fields by dragging them, mark a field Readonly so crews see a value but cannot change it, and set which fields and photos are required, both to create an object and to complete one. You do not need us for any of those.
These still come to us:
A template a Katapult import did not bring across, such as midspan clearances or guy anchors. A configuration built from a Katapult model hides the create-template buttons, so removing is possible but adding is not.
Applying a pick-list change to phones. A review PDF can show a new menu order before the app does.
Custom-type pick lists, which are not in your day-to-day navigation.
An API key for your own systems.
Locking a field against the office as well as crews. Readonly stops the phone, not someone editing from the web portal.
Each of these is a normal request, not an escalation. See Set up your configuration, stage by stage for where each one sits.