How to Report an Onboard App Issue to Swiftly Technical Support

When something goes wrong with the Onboard App, the more context you can share with our support team, the faster we can diagnose and resolve the issue. Before contacting Swiftly Technical Support, please gather the information outlined below.

Not everything on this list will always be possible to collect — and that’s okay. Share what you can.

1. Share a screenshot of the Diagnostics Screen

The Diagnostics screen gives our team a snapshot of your device’s configuration and registration status. To find it:

1. Open the Onboard App and navigate to Settings.
2. Scroll down and tap Diagnostics > System Information.
3. Share the following details with our team (you can copy them or send a screenshot of this screen):

Host (e.g., https://onboard.goswift.ly) UUID — the unique device identifier Registration Status Agency Vehicle, Route, Trip, Block (even if “unset” — that’s useful information) GPS status

2. Note the Time the Issue Occurred

Please include the approximate time (and time zone) when the issue occurred. This helps us correlate your report with server logs and identify any patterns. Even an estimate is helpful — for example, “around 2:30 PM Pacific on March 5th.”

3. Tell Us Which Vehicle Was Affected

Let us know the vehicle number or identifier associated with the issue. If the vehicle field in Diagnostics shows “unset,” that itself may be relevant — please still include it along with any vehicle ID you know from your agency’s records.

4. Screenshots (When It’s Safe to Do So)

If you’re able to capture a screenshot of the issue, it can be extremely helpful. That said, please only do this when it is safe — never while the vehicle is in motion.

Useful screenshots might include:

• An error message or unexpected screen state
• The Diagnostics screen (shown above)
• The Settings screen showing app version
• Any other screen that shows the problem you’re experiencing

How to Reach Us

Once you’ve gathered the above, send everything to Swiftly Technical Support:

• Email: [e-mail]

The more detail you’re able to share, the faster we can get to the root cause. When in doubt, include it — there’s no such thing as too much information when it comes to diagnosing app issues.