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Activating the Mobile Application for Appointment Visibility

Overview

The issue involved activating the mobile application for a user who could not see appointments. The problem was resolved by using an available device and a specific PIN to activate the app after reinstalling it. This issue typically occurs when the device is not recognized in the system, requiring the use of an available device and proper activation steps.

Information

Issue: Unable to activate the mobile application for a user, resulting in the inability to see appointments.

Resolution Steps:

  1. Uninstall the Application:
    • Ask the user to completely remove the app from their device.
  2. Deactivate the Device:
    • As an administrator, deactivate the specific device in the system.
    • Ensure the option to prompt the worker to enter a PIN is checked.
  3. Retrieve the PIN:
    • Obtain the PIN number for the user's device from the system.
  4. Reinstall the Application:
    • Have the user download and install the app again from the app store.
  5. Set App Permissions:
    • Ensure app permissions are correctly set:
      • Open device settings
      • Locate the app and ensure:
        • Location access is set to Always
        • Background App Refresh is turned on
        • Cellular Data is turned on
  6. Activate the App:
    • Provide the user with the PIN.
    • Ask them to activate the app using their phone number and the PIN.
  7. Use an Available Device:
    • If the device is not recognized, use one of the available devices in the system.
    • Deactivate any devices linked to another user if necessary.
  8. Verify Resolution:
    • Confirm the user can see appointments after following these steps.

Note: If issues persist, contact support for further assistance.

Frequently Asked Questions

How do I know if this issue applies to my situation?
If you are unable to activate the mobile application and cannot see appointments, this issue may apply to you.
What should I do if the device is not recognized in the system?
Use one of the available devices in the system or deactivate a device linked to another user to proceed with activation.
What if the problem persists after following the steps?
If the issue continues, contact support for further investigation and assistance.
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  1. Priyanka Bhotika

  2. Posted

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