Mobile App Issues

1.    Mobile Login Issues

Symptoms:

●    User cannot log in.

●    Receives an error message.

●    App page refreshes without logging in.

Troubleshooting Steps:

●    Confirm if the user's subscription is active.

●    Verify if the user is using the correct mobile number or email ID.

●    Ensure the app or browser is up-to-date.

●    Clear app cache or browser cookies.

●    Check if mobile app permissions are granted in the Employee Profile page.

Action:

“Please confirm the registered mobile number or email ID and ensure you are using the latest app or browser. You can also try clearing cache or cookies and reattempting the login.”

2.    OTP Issues via SMS/Email During Login

Symptoms:

●    User is not receiving the OTP via SMS/Email.

●    OTP screen hangs or login fails after entering the OTP.

Troubleshooting Steps:

●    Confirm correct mobile number/email address is being used.

●    If you are unable to receive OTP via SMS/Email - Ensure relevant permission are enabled in the employee profile page

●    Ask the user to check network strength and SMS availability.

●    Have the user try after a few minutes or use resend OTP option.

Action:

“Make sure your mobile has good signal and your number is correctly registered. Try the ‘Resend OTP’ option. If you still don’t receive it, I can raise this to the technical team.”

3.    Login Error Messages & Queries

Common Errors:

●    “Invalid credentials”

●    “User not found”

●    “Access denied due to non-subscription”

●    “Login timeout”

Action:

●    Identify the error message.

●    Guide users to verify credentials or reset password.

●    For subscription-related access errors, ensure mobile app access is enabled in the Employee Profile.

●    Escalate for system-level issues (timeouts, server problems).

4.    App Crash

Symptoms:

●    App closes immediately or during use.

Troubleshooting Steps:

●    Ask user to update the app.

●    Clear app cache/data.

●    Restart the device.

●    Reinstall the app if needed.

●    If crash persists, collect logs and escalate.

Action:

“Please try clearing the app cache or reinstalling the app. If it keeps crashing, share your device model and I’ll escalate it.”

5.    Launching Issues (App Not Opening)

Symptoms:

●    Tapping app icon does nothing.

●    App stuck on splash or loading screen.

Resolution:

●    Restart device.

●    Clear app cache.

●    Reinstall from the Play Store/App Store.

●    Check if device meets minimum requirements.

Action:

“Let’s try restarting your phone and reinstalling the MoveInSync app. If that doesn’t help, I’ll need some device info to investigate further.”

6.    Opt-in / Opt-out Option Not Visible

Symptoms:

●    User is logged in but cannot see opt-in/out toggle.

Troubleshooting Steps:

●    Verify if the user’s role or group supports opt-in/out.

●    Check if this feature is enabled by the organization admin.

●    Confirm there haven’t been recent profile or team changes.

Action:

“The opt-in/out option depends on your role and organization settings. I’ll verify this with our backend and get back to you shortly.”

7.    Network Issues / Page Not Loading

Scenarios:

●    Slow or no response from app.

●    Errors like “No internet” or “Server unreachable.”

Action:

●    Ask the user to switch networks (Wi-Fi ↔ mobile data).

●    Restart router or toggle airplane mode.

●    Confirm if other apps or websites are accessible.

8.    Server/Page Not Working

Symptoms:

●    Loading screen stuck.

●    “Dinosaur” or “Something went wrong” message.

●    Blank or unresponsive interface.

Action:

●    Ask user to refresh or relaunch the app.

●    Gather timestamp and screenshots.

●    Check if other users are affected.

Here’s a list of possible responses your could handle for those common user queries related to the MoveInSync employee mobile app:

1.    Unable to receive OTP while logging into the employee mobile app

○    Please check your mobile network connection or try resending the OTP. If you continue facing this issue,please check with your network provider.

2.    Login issue with Employee MoveInSync app on mobile device

○    "If you're unable to log in, please double-check your credentials and ensure your network connection is stable.If the problem persists, please contact support."

3.    Unable to log in / access the app

○    Ensure you are using the correct login details and have a stable internet connection. Try closing and reopening the app, or restarting your device."

4.    MoveInSync app OTP issue / Not getting OTP

○    "If you haven't received the OTP, please make sure you have a good network connection. Sometimes, it might take a few moments for the OTP to arrive. If this persists, please check with your network provider.

5.    Mobile app crashing or not opening

○    "Try restarting your phone and relaunching the app. If that doesn't help, ensure the app is updated to the latest version. If it still doesn't work, reinstalling the app might resolve the issue."