Support
Stuck? Write to a person.
Every message to support@getheavyduty.com is read by someone who works on the app. Tell us what happened and we will sort it out.
There is no phone line and no chat window. Email is how we do this.
01 Try this first
Four things worth doing before you write.
Your data lives on the iPhone and nowhere else, so the first step is always the same: make a copy of it.
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Export a backup, before anything else
Open Settings in the app and export a full JSON backup. Mail it to yourself, drop it in Files, put it wherever you keep things. There is no cloud copy of your invoices, so this file is the copy.
Do this before you delete a company, before you reinstall the app, and before you change a phone. Five seconds now, no lost year of invoices later.
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Check the FAQ
Tax that lands a cent off, a template that hides a column, moving your data to a new iPhone, what the paid upgrade covers. The common ones are answered on the FAQ page, usually faster than we can reply.
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Update the app, then restart it
Check the App Store for an update to Heavy Duty, and check Settings on the iPhone for an iOS update. If something looks wrong on screen, swipe the app closed and open it again. A stale screen is not the same as lost data, and this tells the two apart.
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Try to make it happen twice
If you can repeat a problem on purpose, it is close to fixed. Note the taps that lead to it: which screen, which button, what you typed. Send us that sequence and we can usually see it on our own phones the same day.
02 Write to us
Five lines and we can answer in one reply.
Most support threads run long because the first message is missing one small fact. Here is the whole list.
- Doing whatThe screen you were on and what you were trying to do. "Adding a second tax to an invoice", not "the tax bit".
- What happenedWhat the app actually did. The wrong number, the message it showed, the screen that closed. A screenshot beats a description.
- App versionOpen the App Store page for Heavy Duty, or look at the bottom of Settings in the app.
- iPhoneWhich model. Settings › General › About on the iPhone if you are not sure.
- iOS versionSame screen: Settings › General › About, the line marked Software Version.
Attach the file, not the whole story
If the problem is about a specific invoice, attach the PDF you got out of the app. If it is about totals, tax or a report that looks wrong, export the JSON backup and attach that too. It is your data and you decide whether to send it, but with the file in hand we can reproduce the exact document instead of guessing at it.
Never send a password, a card number or bank credentials. We will never ask for any of them. The app has no account, so there is nothing we could log into on your behalf anyway.
Copy this into the email
What I was doing: What happened instead: App version: iPhone model: iOS version: Attached: screenshot / PDF / JSON backup
Send it to support@getheavyduty.com. Write in plain words. You do not need to be technical about it.
03 Bugs and ideas
Report it from inside the app.
There is a Report a problem form in the app's Settings. It goes to the same place as the email, with fewer things to type.
Found a bug
Use Settings › Report a problem in the app, or email us. Either way, tell us the sequence of taps that leads to it. If it happens on one invoice but not another, say which one is which. That difference is usually the answer.
Something is missing
Feature requests go to the same address. We build for people who bill for their work, so it helps to know the job behind the request. "I need a column for the hours" tells us less than "I bill by the hour and the client wants to see the hours next to the rate".
Worth saying in a request
- What you do for a living and what you bill for.
- How you handle it today, in the app or on paper.
- How often it comes up: every invoice, or once a quarter.
Wrong numbers on a document
Send the PDF. Tax inclusive versus exclusive, per-line discounts, a document discount, markup and shipping all land in the same total, and the fastest way to find the odd cent is to look at the same document you are looking at.
Something is on your phone that should not be
Nothing you type is uploaded, so there is no server-side copy for us to delete. Deleting a document or a client in the app removes it from the device. If you want to be rid of the lot, delete the app. Do export a backup first if you might want any of it back.
04 Response times
A person reads every message.
Not a bot, not a ticket queue with a number on it. Which means we should be honest about the pace.
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Usually a couple of working days
That is what it normally takes, not a guarantee. Weekends and holidays run slower. We are a small team and we would rather tell you that than print a number we cannot hold to.
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No ticket number
Just reply to the thread if you have more to add. Keeping it in one email chain means whoever picks it up has the whole story.
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Nothing after a week
Check the spam folder, then send it again. Mail does go astray. A second message is not a nuisance.
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Bug fixes ship in updates
If your report turns into a fix, it arrives as an App Store update. We will tell you when it goes out.
Still stuck? Send the email.
Five lines about what happened, the version and the phone. We will take it from there.
Heavy Duty is a billing tool for iPhone. It works offline and needs no account.