Cannot Activate Mobile App

Overview

Workers are unable to activate the mobile app, encountering one of the following messages:

• After entering the phone number, the application does not proceed to the next screen and the following message is displayed:
  StreetSmart requires a paid subscription to activate the phone and access the web portal.
  This issue happens when the phone number that was entered does not have active StreetSmart package.
  
  
• After entering the phone number, the following message is displayed:
  Server communication error. Please try again, or contact your administrator.
  This error is displayed when:
  • Internet connection is not working on the mobile device.
    Open any web page in a browser on the device to check if the page is loading. If it is not loading, check if mobile data is enabled on the device.
    
    
    
    
  • There is an error in the application cache files that prevents the app from communicating with the server.
• After entering the PIN number, the following error is displayed:
  Invalid PIN!
  This error is displayed when an incorrect PIN is entered.

Solution

Please follow the solution steps according to the error encountered during the activation:

• StreetSmart requires a paid subscription to activate: Company administrator should submit a request to add StreetSmart service to the phone number.
  
  
• Server communication error:
  
  • If the mobile data is enabled and pages are not loading on the device, the worker or manager needs to contact the carrier to check why mobile data is not working on the phone.
  • If the internet connection on the mobile device is working fine, the worker should perform the following actions:
    1. Uninstall the mobile app from the device.
    2. Reboot the mobile device.
    3. Install the StreetSmart mobile app from scratch.
• Invalid PIN: Administrator/manager should perform the following actions:
  1. Deactivate the phone number.
  2. Retrieve the PIN number for the worker's account and provide it to the user.

Testing

The worker should be able to activate the mobile app. After the app is activated, managers or administrators can check the worker's status - it should be either Logged in, On Duty, or On Job.

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