Mobile App Troubleshooting

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Common Issues & Solutions

Quick solutions for the most frequently encountered mobile app issues.

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Login & Authentication Issues

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Cannot Log In

Symptoms: App shows login error or won’t accept credentials Solutions:

1. Verify Credentials: Ensure username/password match web dashboard login
2. Check Network: Verify strong Wi-Fi or cellular connection
3. App Update: Update to latest version from App Store
4. Account Status: Confirm account is active and not suspended
5. Cache Clear: Delete and reinstall app if problems persist

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Authentication Expires Frequently

Symptoms: App asks for login repeatedly Solutions:

1. Enable Biometric: Set up Face ID or Touch ID for faster login
2. Session Settings: Check session timeout settings in web dashboard
3. Background Refresh: Enable background app refresh in iOS settings
4. Account Sync: Contact admin to verify account synchronization

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Data Sync Issues

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Data Not Updating

Symptoms: Mobile app shows outdated information Solutions:

1. Manual Refresh: Pull down on main screens to force refresh
2. Network Check: Verify stable internet connection
3. App Restart: Close and reopen the app completely
4. Background Sync: Enable background app refresh in iOS settings
5. Server Status: Check if there are any platform-wide issues

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Offline Data Problems

Symptoms: Data lost when going offline Solutions:

1. Sync Before Offline: Ensure data syncs before going offline
2. Storage Space: Free up device storage space
3. App Permissions: Verify app has necessary permissions
4. Manual Sync: Force sync when connection returns

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Performance Issues

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App Running Slowly

Symptoms: App is sluggish or unresponsive Solutions:

1. Restart App: Close app completely and reopen
2. Device Restart: Restart iPhone or iPad
3. Storage Space: Free up device storage (need 1GB+ free)
4. Background Apps: Close other apps running in background
5. iOS Update: Update to latest iOS version

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App Crashes

Symptoms: App unexpectedly closes or freezes Solutions:

1. Force Close: Swipe up and close app completely
2. Device Restart: Restart the device
3. App Update: Install latest app version from App Store
4. Reinstall: Delete and reinstall app if crashes persist
5. Contact Support: Report persistent crashes to support team

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Feature-Specific Issues

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Booking Problems

Symptoms: Cannot create or modify bookings Solutions:

1. Permission Check: Verify staff role has booking permissions
2. Availability Conflict: Check for scheduling conflicts
3. Customer Validation: Ensure customer information is complete
4. Service Configuration: Verify service is properly configured
5. Resource Availability: Check that required resources are available

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Payment Processing Issues

Symptoms: Cannot process payments through mobile app Solutions:

1. PDQ Connection: Verify PDQ device is connected and working
2. Payment Setup: Check payment method configuration in dashboard
3. Network Connection: Ensure stable internet for payment processing
4. Stripe Status: Verify Stripe account is active and properly connected
5. Amount Validation: Check payment amount meets minimum requirements

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Customer Data Issues

Symptoms: Customer information missing or incorrect Solutions:

1. Sync Data: Force data synchronization from settings
2. Customer Search: Try different search terms (name, phone, email)
3. Profile Completion: Ensure customer profile is complete in web dashboard
4. Data Migration: Verify customer data was properly imported
5. Permission Check: Confirm staff role has customer data access

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Device-Specific Issues

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iPhone Issues

• Screen Size: Some features optimized for larger screens may be limited
• Touch Sensitivity: Ensure screen protector isn’t interfering with touch
• iOS Compatibility: Verify iOS version meets minimum requirements
• Storage Management: iOS may limit app data if storage is low

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iPad Issues

• Orientation Lock: Ensure rotation lock isn’t preventing landscape mode
• Multi-tasking: Close other apps if iPad is running multiple apps simultaneously
• Keyboard Issues: External keyboard may interfere with some features
• Display Settings: Adjust display zoom settings for optimal app appearance

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Network & Connectivity

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Wi-Fi Issues

Solutions:

1. Network Strength: Verify strong Wi-Fi signal strength
2. Router Restart: Restart Wi-Fi router and reconnect
3. Network Switch: Try different Wi-Fi network or use cellular
4. Firewall Check: Ensure business firewall allows Tiquo app traffic
5. DNS Issues: Try switching to different DNS servers

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Cellular Issues

Solutions:

1. Signal Strength: Verify strong cellular signal
2. Data Plan: Ensure cellular data plan has sufficient data
3. Carrier Settings: Update carrier settings if available
4. Airplane Mode: Toggle airplane mode to reset cellular connection
5. Network Selection: Try manual network selection if on weak signal

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Getting Additional Help

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In-App Support

• Help Section: Access built-in help documentation
• Contact Support: Direct support contact from within app
• Feedback Submission: Report issues and suggest improvements
• Tutorial Access: Review feature tutorials and guides

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External Support

• Email Support: Contact [email protected] for technical issues
• Phone Support: Call support line for urgent issues
• Knowledge Base: Search online help documentation
• Community Forum: Connect with other Tiquo users for tips and solutions

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Preventive Maintenance

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Regular Maintenance Tasks

• Weekly App Updates: Keep app updated to latest version
• Monthly Device Restart: Restart devices monthly for optimal performance
• Quarterly Training: Review new features and refresh staff training
• Annual Review: Comprehensive review of app setup and configurations

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Monitoring & Alerts

• Performance Monitoring: Monitor app performance and user feedback
• Update Notifications: Stay informed about new features and updates
• Issue Tracking: Systematic tracking and resolution of recurring issues
• User Feedback: Regular collection of staff feedback for improvement opportunities