GETTING STARTED

App Installation:

• iOS: Download from the App Store (iOS 13.0 or later required)
• Android: Download from Google Play Store (Android 8.0 or later required)
• Ensure you have a stable internet connection during installation
• Allow necessary permissions when prompted (notifications, location)

Account Setup:

• Create an account using your email address
• Verify your email through the confirmation link
• Complete your profile with running preferences
• Join the Mad Rabbit Crew community

COMMON ISSUES & SOLUTIONS

Login Problems:

• Forgot Password: Use "Reset Password" on login screen
• Account Not Found: Check email spelling or create new account
• Email Not Verified: Check spam folder for verification email
• App Crashes on Login: Update app to latest version

App Performance:

• Slow Loading: Check internet connection and restart app
• App Freezing: Force close app and reopen
• Crashes: Update to latest app version and restart device
• Battery Drain: Disable background app refresh if not needed

Notifications:

• Not Receiving Notifications: Check app notification settings
• Too Many Notifications: Customize notification preferences in app settings
• iOS: Settings → Notifications → Mad Rabbit Crew
• Android: Settings → Apps → Mad Rabbit Crew → Notifications

FEATURES SUPPORT

Events & Activities:

• Joining Events: Browse events and tap "Join" to participate
• Event Updates: Check notifications for event changes
• Can't Join Event: Event may be full or registration closed
• Leaving Events: Use "Leave Event" option before event date

Social Features:

• Posts Not Loading: Pull down to refresh the feed
• Can't Like/Comment: Check internet connection
• Photo Upload Issues: Check camera/photo permissions
• Profile Updates: Changes may take a few minutes to sync

Reward Points:

• Points Not Updating: Points are awarded after event completion
• Missing Points: Contact support with event details
• Redemption Issues: Ensure sufficient points balance
• Transaction History: View all point activities in profile

TROUBLESHOOTING STEPS

Basic Troubleshooting:

1. Restart the App: Close completely and reopen
2. Check Internet: Ensure stable WiFi or mobile data
3. Update App: Install latest version from app store
4. Restart Device: Power off and on your phone
5. Clear Cache: (Android) Settings → Apps → Mad Rabbit Crew → Storage → Clear Cache

Advanced Solutions:

• Reinstall App: Delete and download fresh copy (saves cloud data)
• Check Device Storage: Ensure at least 1GB free space
• Update OS: Keep iOS/Android updated to latest version
• Network Issues: Try different WiFi network or mobile data

CONTACT SUPPORT

Before Contacting Support:

• Try the troubleshooting steps above
• Note your device model and OS version
• Record the app version (found in Settings)
• Take screenshots of error messages

How to Reach Us:

• Email: info@madrabbitcrew.org.au
• Response Time: Within 24-48 hours
• Include: Your registered email, device info, and detailed description
• Urgent Issues: Mark email subject with "URGENT"

What to Include in Support Requests:

• Your registered email address
• Device model and operating system version
• App version number
• Detailed description of the issue
• Steps you've already tried
• Screenshots or error messages (if applicable)

SYSTEM REQUIREMENTS

iOS Requirements:

• iOS 13.0 or later
• iPhone 6s or newer
• At least 100MB free storage
• Internet connection (WiFi or cellular)

Android Requirements:

• Android 8.0 (API level 26) or later
• At least 2GB RAM recommended
• At least 100MB free storage
• Google Play Services installed

PRIVACY & SECURITY

Data Protection:

• All data is encrypted in transit and at rest
• We never share personal information with third parties
• You can delete your account and data at any time
• Read our full Privacy Policy

Account Security:

• Use a strong, unique password
• Don't share your login credentials
• Log out from shared devices
• Report suspicious activity immediately

Need more help? Our support team is here to assist you. Email us at info@madrabbitcrew.org.auand we'll get back to you as soon as possible.

Last Updated: September 2025