How to resolve common app issues

⚠️ Most app issues (frozen screen, app not loading, error messages, missing information, etc.) can usually be resolved by:

  • Updating your app: go to the App or Play store to ensure you are on the latest version.

  • Updating your device operating system (OS): having an older OS may prevent the app from running correctly. (See below for further details)

  • Changing your default browser on your device: if you have the Firefox browser set as default, it may cause issues when trying to login. We recommended using Safari or Google Chrome.

  • Force-closing the app

  • Restarting your device

  • Ensuring your device is on a stable WiFi connection

If you continue to run into trouble accessing the app due to having an older OS, please contact the Support team so we can investigate further!



Operating System Version

As we continue to update and improve the app, certain features are not compatible with older versions of the iOS and Android operating system (OS). 

This is because Google and Apple will not allow app updates to be published if they do not comply with certain standards, which results in updated apps sometimes being unable to run on older versions of Android or iOS.

The oldest operating system that the app can run on is as follows:

Android: v6.0

iOS: v12.0

However, running any Android version below 10.0 or iOS version below 13.0 can lead to lower performance, particularly as we continue to make updates so we strongly recommend you update your operating system if possible.

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