Tesla App missing Help?

[crainger]

Is Help missing from Tesla App for anyone else?

I just got off the phone with Tesla Support and they advised it's the best way to communicate. But when they stepped me through finding Help it's not there.

I can't find it on the website either. The contact us page also seems to just loop back.

I'm in APAC region. First Tesla so I might just be doing things wrong as well.

 

[jjrandorin]

There is no "help" that I am aware of in the app, other than submitting a service request. You are not going to chat with someone through the app without opening a service request (which is likely what they are pushing you to do ).

 

[crainger]

Support rep can see it on her phone or at least said she could. Maybe different for them. She was 100% certain it should be there.

My question was account related to a refund. My novated leasing company paid the total price of car so my deposit needs to come back, so didn't seem related to a service. I guess just service -> other would have been the place to go.

I ended up bugging them via the sms chain from the delivery. The hold message said I could.

 

[EVRider-FL]

The Help option is in the app, but it’s on your profile page, the same one where you access Settings.

 

[crainger]

Not on mine. Well not on the page described. Tesla Support directed me to profile page as well.
If I’m in the wrong spot then I’m a Gumby.

 

[Transformer]

It's between Add / Remove Products and Sign Out in my app (Android app version 4.21.0-1717).

Maybe it's configured differently because you're leasing?

 

[EVRider-FL]

Not on mine. Well not on the page described. Tesla Support directed me to profile page as well.
If I’m in the wrong spot then I’m a Gumby.

Should be right above Sign Out on that page. Maybe you have an older version of the app — if it’s older than 4.21.0, upgrade. The app version is displayed at the bottom of that same page.

Another thought: is your account the owner account, or are you an additional driver on someone else’s account?

 

[crainger]

I’m the account owner and the app is 4.21.5-1747 iOS. Funnily enough I had the feature prior to delivery. I don’t think it’s a leasing issue as it was there prior to delivery. And should be there for non Tesla owners who make use of Tesla chargers.

 

[jjrandorin]

The Help option is in the app, but it’s on your profile page, the same one where you access Settings.

It's between Add / Remove Products and Sign Out in my app (Android app version 4.21.0-1717).

Maybe it's configured differently because you're leasing?

Should be right above Sign Out on that page. Maybe you have an older version of the app — if it’s older than 4.21.0, upgrade. The app version is displayed at the bottom of that same page.

Another thought: is your account the owner account, or are you an additional driver on someone else’s account?

Learn something new every day, as the saying goes. I had no idea there was a "help" option in the app on the profile but its there on my iPhone as you mention. What does it actually do? I stepped through it till it wanted me to ask a question.

 

[crainger]

Yeah. That’s what I did when I messed up 2FA (I was migrating app and messed up)
Maybe I’m in naughty corner. lol.

 

[808?]

I’m the account owner and the app is 4.21.5-1747 iOS. Funnily enough I had the feature prior to delivery. I don’t think it’s a leasing issue as it was there prior to delivery. And should be there for non Tesla owners who make use of Tesla chargers.

I have the same version on iOS and there is no help menu only service options.

 

[EVRider-FL]

Learn something new every day, as the saying goes. I had no idea there was a "help" option in the app on the profile but its there on my iPhone as you mention. What does it actually do? I stepped through it till it wanted me to ask a question.

I think all it does is list support articles that might be relevant to your issue, similar to the Contact Support website. I was disappointed to find that you couldn’t actually contact Support via the Help option, since you can no longer do that on the website either.

 

[EVRider-FL]

I have the same version on iOS and there is no help menu only service options.

Are you looking in the right place? As I noted earlier, it’s on the profile page, not the main screen.

 

[808?]

Are you looking in the right place? As I noted earlier, it’s on the profile page, not the main screen.

My profile page:

 

[EVRider-FL]

My profile page:
View attachment 944234

That’s the right place. Maybe it’s not available in Hong Kong. Here’s what I see (in the US):

 

[crainger]

I called and got the regional email address, support said it goes to the same place for the next agent anyway. Just fewer ticket fields pre-filled I'd assume.