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Connection issues with the iOS mobile app

To resolve connection issues on your iOS device we recommend that you follow the steps below:

Internet Connection

Check that you have a connection to the Internet by looking at the cellular data network icon on the top of your screen. Note that your iPhone/iPad will display the Wi-Fi icon or one of the cellular data network icons to the right of your carrier name if your iPhone/iPad has an active network connection. If you are using Wi-Fi you will not see a cellular data network indicator unless you turn off Wi-Fi.

Restart

The next step is to restart your iOS device by powering off and turning it back on.

Check for Updates

If the connection problem continues after restarting, check if you are using the latest version of our app. To do this:

  1. Go to the More section
  2. Select Settings and Tools
  3. Scroll to the bottom and choose our software under About ...

To update our software:

  1. Visit the App store on your device and tap Updates (found in the bottom right-hand corner)
  2. If our app appears and has the option to update next to it, tap on it and simply follow the instructions

If updating does not resolve the issue we recommend reinstalling our app. To reinstall our app on your mobile device you will first need to remove the app:

  1. Touch and hold our apps icon on the Home screen until the icons start to wiggle
  2. Tap the X on the corner of the icon
  3. Tap Delete to remove our app and all of its data from your iPhone/iPad
  4. Press the Home button to lock the Home screen icons in place
  5. Download and install our app from the App Store

Contact Support

Finally, if the problem continues please provide us with the following information:

  • Error message
  • iPhone/iPad model
  • iOS version

You can contact us via our Contact Support Form. A link to the form can be found in the Help menu of our desktop software under Contact Us on our website or in our mobile app, go to Settings & Tools then Support.

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