Here are some common issues you might encounter when signing into your app account and how to resolve them.
1. "Access Denied" Screen
If you see a screen that says you do not have access after downloading the app, it means you need to be granted permission for that specific part of the app.
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First, ensure you are signed into an account.
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Request Access: Click on "request access" on the right-hand side and fill in your account information. A staff member should approve your request within 24 hours.
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For Staff Members: If a user is seeing this screen, ensure they have the correct tag assigned to their account to grant them access to that section of the app.
2. Repeatedly Being Logged Out (Apple Devices)
This is a known issue that can occur with Apple apps in general, not just ours. If you find your account is logged out every time you open the app, try the following steps in order:
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Log in and then manually log out of the app.
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Force close the app: Swipe up to show your app previews and close the app completely.
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Clear the app's cache:
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Go to your device's Settings.
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Find the app under "app data."
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Select the option to clear cache. This can resolve issues with a "stuck bug."
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Delete and redownload the app from the App Store.
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Recreate your account: If the problem persists, delete your account and then create a new one using the same email address.
3. Incorrect Password
If the app says your password is wrong, it's possible a staff member changed it.
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Click on "change password."
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Enter your email address.
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You will receive an email with a code. Enter this code into the app to set a new password.
Contact Support
If you've tried these solutions and are still experiencing issues, please contact our support team at support@teamrecovery.io.
When you reach out, please include:
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A screenshot of the issue you are experiencing.
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As much detailed information as possible about the problem.
This information will help the support team to diagnose and resolve the issue more quickly.