Support and Raising an Incident
The Montis Support page lists the official ways to get help, and lets you raise a diagnostic incident from inside the app. An incident sends your description together with device and app details, so a problem can be looked into without a long back-and-forth.
Open it
- In the Sidebar, tap Help → Support. The page is titled Montis Support.
- Or tap Help → Diagnostics and press Raise Incident in the header of the Device Information panel, next to Copy Diagnostics.
Support channels
The page shows three official channels. Each opens in a new tab.
| Channel | Button | Use it for |
|---|---|---|
| Intervals.icu Forum | Open Forum Thread | Questions and reports in the public Montis thread |
| Intervals.icu Chat | Open Intervals Chat | A private message to the Montis owner |
| GitHub Issue Tracker | View GitHub Issues | Opening or following a defect ticket |
There is also a contact link to montis.icu in the page intro. Raising an incident does not replace these channels. Use them to follow up.
Raise an incident
- Press Raise Incident (in the page header, or in the Raise Diagnostic Incident card).
- Choose an Incident Category: Data Sync & API, Workout Builder, Physiology & SIL, Training Load, UI & Display, or Other / General.
- Optionally add a Summary / Title. If you leave it blank, the category is used.
- Set the Severity: Warning / Glitch, Blocking Defect or Clarification.
- Describe what happened in Description & Observed Behavior. This field is required. Say what you did, what you expected and what you saw.
- Optionally add a Contact Email for follow-up. From Help → Support it is filled in for you. If you are a coach working as an athlete, check it: it may show the athlete's email.
- Leave Attach Live Device Diagnostics ticked unless you have a reason not to. Preview Payload shows that text block.
- Press Submit Diagnostic Incident.
What gets sent
Every incident includes:
- your category, title, severity, description and contact email
- device details: platform, browser, screen size, online status and whether the app is installed as a PWA
- your account details from the app session: athlete ID, name, email, membership tier, time zone and main sport
- training context: the current view, your last report, your current fitness, fatigue and form (CTL, ATL, TSB), training phase, AI model and language
- the app version and build
The tick box covers only the diagnostics text. Unticking Attach Live Device Diagnostics removes that block. The device, account and training details above are still sent.
Incidents are stored on the Montis server, not in Intervals.icu. Only the Montis admin can read or delete them.
After you submit
- You see Incident Successfully Logged! with an Incident Reference ID (it starts with
inc_). - Press Copy ID and keep it. Quote it in any forum post, chat message or GitHub issue about the problem.
- Copy Full Incident Data copies the whole report, ready to paste into a message.
- Follow Up via Support Channels links to the forum, Intervals.icu chat and a new GitHub issue.
- A copy of the incident, with its reference ID, appears in the Notification Center.
Track an incident
Open Help → Diagnostics and scroll to Local Crash & Incident Journal.
- Each incident shows an INCIDENT badge, its Ref and a status: ACTIVE or RESOLVED.
- The status updates when you open the panel. Press Sync Status to check again.
- When the Montis admin adds a reply, it shows as an Engineering Note (Global Journal).
Tracking works only on the device and browser you used to raise the incident. Dismiss or Clear Local Log removes it from that device, and you can no longer follow it there. The incident itself stays on the server. If you change device, use your reference ID on the forum, chat or GitHub.