Good afternoon @GH1000, welcome to the EE Community.
If a customer is experiencing an issue, with either their app or any aspect of their service, we'd always recommend they get in contact with us and we'll strive to sort it then and there.
If this isn't possible we'll get it raised with our support teams for further investigation, and these tickets will be used to identify any potential trends or wider issues.
We can't guarantee or assume that the cause of every customer's issue will be identical though, so that's why we would always advise getting in touch so we can investigate the exact circumstances.
If there is a wider fault this can sometime be complex, and potential fixes need a period of testing and revision so we can be sure things are as they should be.
We'll always aim to keep you in the loop and get things resolved as soon as we can, though.
Peter
