How do I report an issue on the website or app?

Report anything broken through the support form, choosing Technical Support as the department. The more detail you give us up front the faster we can fix it. A real person reads every report.

Before you report it

Please try the quick checks in The app or website isn't working first. A refresh, an app update or signing out and back in resolves a good proportion of issues immediately, and it saves you waiting for a reply.

If you've done that and it's still broken, we want to hear about it.

What to tell us in the report

We need as much information as possible to help our team fix the problem.

The three questions we'd otherwise have to ask you:

What were you trying to do? For example, "reveal the code on the Morrisons offer".
What happened instead? The exact error message if there was one.
Where were you? Website or app, and phone, tablet or computer.

Also useful:

A screenshot or screen-recording - genuinely the single most helpful thing you can send.
When it happened - a rough overview, will help us try and locate the problem.
Whether it happens every time or just occasionally.
What you've already tried.

How to report

For website issues

Go to the support form.
Enter your name and the email address on your Purpl account.
Choose Technical Support from the Department list.
If it relates to a specific offer, paste its web address into Offer URL.
Give it a short, plain subject e.g. "Can't reveal code on Iceland offer" is better than just writing "Problem".
Describe what happened in the message, then submit.

For Purpl app issues

Tap Profile.
Tap Provide Feedback to report a problem, or Help & Support for anything else.

Provide Feedback is the better option for a bug, because it attaches technical details about your device and app version automatically. You can see what's being sent before it goes, and untick it if you'd rather not include it - however, it does make problems considerably easier to track down.

What happens next

Your report goes to a person, not an automated system.
We'll reply by email, so keep an eye on your junk folder - replies come from [email protected].
If it's something we can fix for your account, we'll usually do it there and then.
If it's a wider fault, it goes to our developers. We may not be able to give you a fix date, but we'll tell you it's been raised.

Things that aren't bugs (but we can still help)

A code rejected by the retailer. Usually the offer's terms - see My discount code isn't working.
Codes not showing at all. Normally an expired verification document - see Renewing when your document has expired.
Emails not arriving - See I'm not receiving Purpl emails.
Payment declined - See Having trouble making a payment?.

Not sure which it is? Report it anyway and we'll point you the right way.

One request

Always use the support form or Help & Support in the app.