Troubleshooting The Client/Branded App

• Check that your app is up to date 
• Try Uninstalling and Reinstalling the app (Android)
• Try Uninstalling and Reinstalling the app (Apple/IOS)
• Further Troubleshooting for Persistent Issues

Check that your app is up to date 

How to update an Android app

1. Open the Google Play Store app.
2. At the top right, tap the profile icon.
3. Tap Manage apps & device. Apps with an update available are labeled "Update available."

How to update an Apple app

1. Choose Update.
2. Open the Apple App Store.
3. Click on your profile icon at the top of the screen.
4. Scroll to see pending updates and release notes.
5. Select Update next to an app to update only that app, or click Update All.

How to Uninstall and Reinstall the App (Android)

Step 1: Uninstall the App

1. Open your phone's Settings app.

2. Tap Apps (or Applications > Manage Apps).

3. Find and select the [App Name] from the list.

4. Tap Storage (or Storage & cache), then tap Clear Data (or Clear Storage) and confirm.

5. Go back one screen and tap Uninstall, then tap OK to confirm.

Step 2: Reinstall the App

1. Open the Google Play Store app.

2. Search for "[App Name]" in the search bar at the top.

3. Select the app from the search results and tap Install.

4. Once the installation is complete, open the app and log back in.

How to Uninstall and Reinstall the App (Apple iOS)

For troubleshooting, it is important to Delete the app rather than just removing it from the Home Screen. Deleting ensures that the app's local data and cache are cleared.

Step 1: Uninstall the App

1. Locate the [App Name] icon on your Home Screen or in your App Library.

2. Touch and hold the app icon until a menu appears.

3. Tap Remove App.

4. Select Delete App from the pop-up menu (do not choose "Remove from Home Screen," as this keeps the app on your device).

5. Tap Delete again to confirm.

Step 2: Restart Your Device (Recommended)

• Tip: For the best results, turn your iPhone/iPad off and back on again after deleting the app. This ensures all temporary system files are cleared before you reinstall.

Step 3: Reinstall the App

1. Open the App Store.

2. Tap the Search tab at the bottom right and type in "[App Name]".

3. Tap the Cloud icon (a cloud with a downward arrow) or the Get button to redownload the app.

4. Once finished, open the app and log in.

Further Troubleshooting for Persistent Issues

 For Android:

1. Ensure the app is closed (https://support.google.com/android/answer/9079646)
2. Press and hold the app icon
3. Click the "i" icon in the top right of the menu that pops up
4. Scroll down to Storage and select Storage
5. Click "Clear data"
6. Relaunch the app

For Apple:

1. Ensure the app is closed (https://support.apple.com/en-us/HT201330)
2. Open Settings
3. Scroll down to the app and tap into its settings
4. Toggle the button on for "Reset cache on next launch"
5. Relaunch the app