Phone Troubleshooting

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Phone Troubleshooting Steps:

  1. Restart the Device

    1. Ensure to close all apps completely and do a complete restart of the device, Sometimes old cached data in old tabs of Chrome/safari can cause issues

    2. If restarting your iPhone didn’t resolve the issue, update the app or verify that it’s current. Older versions might become unresponsive.

  2. Update Software

    1. Ensure that the Browser app / App You are using is up to date

      1. Update apps on iPhone:

        1. Open the App Store.

        2. Tap your profile icon at the top of the screen.

        3. Scroll to see pending updates and release notes. Tap Update next to an app to only update that app, or tap Update All.

      2. Update Apps on Android

        1. Open the Google Play Store app  Google Play.

        2. At the top right, tap the profile icon.

        3. Tap Manage apps & device . Apps with an update available are labeled "Update available."

        4. Tap Update .

      3. Ensure that the Phone Software is up to date

        1. Update iPhone :

          1. Back up your device using iCloud or your computer.

          2. Plug your device into power and connect to the internet with Wi-Fi .

          3. Go to Settings > General, then tap Software Update.

          4. If you see more than one software update option available, choose the one that you want to install.

          5. 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 .

If the phone model is older and can not be updated to the latest version of software the phone would be considered to be an "unsupported device" and issues would be expected (Ex: iPhone 4 running iOS 7.1 - this phone is 10 Software versions behind and unable to be supported)

        1. Update Android

          1. Open your device's Settings app.

          2. Tap System  and thenSystem update .

          3. You'll find your updated status. Follow any steps on the screen.

  1. Clear Cache

    1. How to clear cache on Phones:

      1. iPhone - https://support.google.com/accounts/answer/32050?hl=en&co=GENIE.Platform%3DiOS

      2. Android - https://support.google.com/accounts/answer/32050?hl

  2. If the above steps do not resolve the issue Uninstall and reinstall the App

    1. Delete an app from App Library and Home Screen Iphone:

      1. Touch and hold the app in App Library, tap Delete App, then tap Delete. (See Find your apps in App Library .)

    2. Delete an app from Android

      1. Open the Google Play Store app .

      2. At the top right, tap the Profile icon.

      3. Tap Manage apps and devices. Manage.

      4. Select the name of the app that you'd like to delete.

      5. Tap Uninstall.

    3. Reinstall the app through App Store / Google Play Store

  3. Factory Reset - Be sure to backup all data before taking this step, anything not backed up will be deleted and permanently gone

    1. Iphone:

      1. Go to Settings > General > Transfer or Reset iPhone .

    2. Android

      1. Tap Settings.

      2. Tap General & Backup and reset.

      3. Tap Factory data reset.

      4. Tap Reset device.

      5. Tap Delete all.

After the above steps have been taken, if the issue persists Please forward the below information with screenshots to our support team!

  1. What model of phone is experiencing the issue (EX: iPhone 12 pro max)

  2. What software version is the phone on (EX: IoS 17.7.1)

  3. Screenshot of the below location settings

    1. GPS location as a whole

      1. Iphone

        • Go to Settings > Privacy & Security, then select Location Services.

        • Select an app, then turn Precise Location on or off.

      2. Android

        • Android 12 & higher

        • Swipe down from the top of the screen.

        • Touch and hold Location  .

          • If you don't find the Location  :

Tap Edit or Settings .

Drag Location into your Quick Settings.

        • Tap Location Services  and thenGoogle Location Accuracy .

        • Turn I mprove Location Accuracy on or off.

        • Android 11 & lower

        • Swipe down from the top of the screen.

        • Touch and hold Location  .

          • If you don't find the Location  :

Tap Edit or Settings .

Drag Location into your Quick Settings.

        • Tap Advanced and thenGoogle Location Accuracy .

        • Turn Improve Location Accuracy on or off

    1. GPS Location for the Specific App

      1. Iphone

        • Go to Settings > Privacy & Security > Location Services.

        • Make sure that Location Services is on.

        • Scroll down to find the app.

        • Tap the app and select an option:

          • Never: Prevents access to Location Services information.

          • Ask Next Time Or When I Share: This allows you to choose Always While Using App, Allow Once, or Don't Allow.

          • While Using the App: Allows access to Location Services only when the app or one of its features is visible on screen. If an app is set to While Using the App, you might see your status bar turn blue with a message that an app is actively using your location.

          • Always: Allows access to your location even when the app is in the background.

      2. Android

        • Swipe down from the top of the screen.

        • Touch and hold Location . If you don't find Location :

          • Tap Edit  or Settings  . Then drag Location into your Quick Settings.

        • Tap App location permissions .

        • Under ”Allowed all the time," “Allowed only while in use,” and “Not allowed,” find the apps that can use your device's location.

        • To change the app's permissions, tap it. Then, choose the location access for the app.



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