Resolving App Errors or Technical Issues

1. What Are the Most Common App Issues?

2. Steps to Resolve App Issues - iPhone Users

3. Steps to Resolve App Issues - Android Users

4. Steps to Resolve Web App Issues

 

What Are the Most Common App Issues?

While technology offers amazing options and opportunities, there are sometimes errors and issues that take place. Some of the most common issues seen with our app are:

  • App crashing unexpectedly
  • App not opening
  • App stops responding/freezing
  • The app isn’t working as intended

Many of the issues can be resolved by uninstalling and reinstalling the app before signing back in. This assures that you are on the most recent version of the app and clears any errors that existed in previous versions.

If uninstalling and reinstalling the app doesn’t resolve the issue, you can review some of the more detailed articles below or contact our customer success team who can help!

If you reach out using the Contact Us form in the app, please include the following to help expedite the review process:

  • A brief summary of the issue
  • A screenshot of any error messages you're seeing or where you're getting stuck
  • If you're using an iPhone or an Android
  • What software version your phone is running on

 

Steps to Resolve App Issues - iPhone Users

Step One - Restart Phone and Check for Updates

  1. Press and hold the power button until the power off slider appears.
  2. Drag the slider, then wait 30 seconds for your device to turn off.
    1. If your device is frozen or unresponsive, force restart your device.
  3. To turn your device back on, press and hold the power button until you see the Apple logo.
  4. Plug your device into power and connect to the internet with Wi-Fi.
  5. Go to Settings > General, then tap Software Update.
    1. If you see two software update options available, choose the one that you want to install.
  6. Tap Install Now. If you see Download and Install instead, tap it to download the update, enter your passcode, then tap Install Now. If you don't know your passcode, learn what to do.
  7. Check for app updates in the app store by opening the App Store, tapping your profile icon, then scrolling down to see if updates are available.
    1. Install any app updates available

NOTE: If these steps do not resolve the issue, proceed to step two.

Step Two - Force Stop the App and Clear Cache

  1. Force stop the app

    iPhone X and later

    1. From the Home Screen, swipe up from the bottom of the screen and pause in the middle of the screen.
    2. Swipe right or left to find the app that you want to close.
    3. Swipe up on the app's preview to close the app.

    iPhone SE, iPhone 8 and earlier, and iPod touch

    1. Double-click the Home button to show your most recently used apps.
    2. Swipe right or left to find the app that you want to close.
    3. Swipe up on the app's preview to close the app.
  2. Clear the cache data by following one of the two options below.

    Option One

    1. Open the Settings app.
    2. Select "General" and tap "iPhone Storage."
    3. Select the app you want to offload and tap "Offload App.”
    4. Select "Offload App" from the pop-up window to confirm your choice.

    Option Two

    1. Open your iPhone's settings.

    2. Scroll until you see the eligible app, then tap it.

    3. Look for a "Clear cache" option. If the toggle next to it is green, tap it to clear the app's cache.

  3. Uninstall and reinstall the app to force any necessary updates to be applied

  4. If this does not resolve the issue, please reach out to customer success using the Contact Us form in the app, and include the following to help expedite the review process:

    • A brief summary of the issue
    • A screenshot of any error messages you're seeing or where you're getting stuck
    • If you're using an iPhone or an Android
    • What software version your phone is running on
  5. For convenience, you can use our web app on your phone, tablet, or computer while we work to resolve the app issue you are experiencing

 

Steps to Resolve App Issues - Android Users

Step One - Restart Phone and Check for Updates

  1. On most phones, press your phone's Power button for about 30 seconds or until your phone restarts.
    1. You might need to tap Restart
  2. Open your phone's Settings app.
  3. Near the bottom, tap System → Advanced →System update.
    1. Depending on your phone, you might need to tap About phone or About tablet → Software update.
  4. You'll find your update status. Follow any steps on the screen.
  5. Open the Google Play Store app
  6. At the top right, tap the profile icon.
  7. Tap Manage apps & devices.
  8. Under "Updates available," choose to update all apps or a specific app.

NOTE: If these steps do not resolve the issue, proceed to step two.

Step Two - Force Stop the App and Clear Cache

  1. Go to SettingsApps then select the app in the list to open the App Info for that app
  2. Tap the Force stop icon on the screen (usually near the bottom)
  3. On the same App Info screen, scroll down and tap Storage
  4. Tap Clear cache (usually near the bottom)
    1. You can also choose Clear data, next to Clear cache, at this time if you want to clear up anything that may be causing app issues
  5. Uninstall and reinstall the app to force any necessary updates to be applied
  6. If this does not resolve the issue, please reach out to customer success using the Contact Us form in the app, and include the following to help expedite the review process:
    • A brief summary of the issue
    • A screenshot of any error messages you're seeing or where you're getting stuck
    • If you're using an iPhone or an Android
    • What software version your phone is running on
  7. For convenience, you can use our web app on your phone, tablet, or computer while we work to resolve the app issue you are experiencing

 

Steps to Resolve Web App Issues

Step One - Test Browser and Web Page (Google Chrome)

  1. Try a new website to ensure you are connected to the internet
  2. Refresh the page of the browser
  3. Make sure JavaScript is enabled
    1. Open Chrome on your computer
    2. Click the three dots in the upper right to open the menu
    3. Click Settings
    4. Click Privacy and Security
    5. Click Site settings
    6. Click JavaScript
    7. Select Sites can use Javascript
  4. Make sure Cookies are enabled.
    1. In the same Site Settings menu, click Cookies and other site data
    2. Click the radio button next to Allow all cookies if not already chosen
  5. Clear your cache and cookies
    1. From the Privacy and Security menu, click Clear browsing data
    2. In the menu that pops up, select Cookies and other site data along with Cached images and files then click Clear data
  6. Make sure your web browser is up to date
    1. Open Chrome on your computer
    2. Click the three dots in the upper right to open the menu
    3. Hover over Help and click About Google Chrome
    4. On the page that opens, you will see a note on if your Chrome is up to date
      1. Download and install any updates available
  7. Restart your web browser
  8. Try Incognito Mode/Private Browsing
    1. Click the three dots in the upper right to open the menu
    2. Click New Incognito Window
  9. Try a different web browser, such as Safari, Firefox, or Explorer
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