General Mobile App troubleshooting

This article provides troubleshooting recommendations for general issues with the mobile app, which could include issues such as, content not loading properly, general issues with trackers or video chats connections, and etc.

First, we will need to identify which mobile device they have by using the macro: Unknown Device Troubleshooting:

Hi {{ticket.requester.first_name}},

Thanks for reaching out and letting us know about the difficulty you're having with the app. I'm sorry to hear everything's not working as expected.To start, I'll need to confirm the following details:

The device you're using (iOS or Android)
Vida app version. (To find the app version: tap the gear in the top right corner, then scroll down on iOS or tap "App version" on Android.)

A screenshot or screen recording can also help us to identify the issue.
- Learn how to take a screenshot or screen recording on iOS.
- Learn how to take a screenshot or screen recording on Android.

Please let me know if you have any questions or if there's anything I can do to help. I'm eager to help get this resolved so you can get back to managing your health goals!

The above response will give us a better understanding of which articles we can refer to next. Also, make sure that they are on the latest Vida app version.

iOS:

Your iPhone must be on iOS 12.0 or later. Click HERE for the instructions on how to download the most recent iOS.

Uninstall the Vida App (Delete an app)
Hard restart the mobile device
Reinstall the Vida App
Log in and test if the issue still persists
Note: The above instruction already enumerates the steps on how to clear the cache of the Vida app

Here are other iOS related articles that may help us troubleshoot the issue.

How do I clear my cache on mobile?

iOS - Troubleshooting Issues
iOS - My app keeps crashing

iOS - How to capture a screen recording?

iPhones 5 and 5c and 4th gen iPad - No longer receiving app updates

Android:

Your Android OS needs to be on Android 5.0 or later. Click HERE for the instructions on how to download the most recent Android OS.

Go to the Settings menu on your device.
Tap "Apps", (Please note: depending on your Android device model, the section may be called Apps & Notifications)
Scroll down and locate the Vida App,
Click "Storage",
Tap the "Clear cache" option at the bottom of your screen.
Then to restart your device (How to restart your Android Phone)
Log in and test if the issue still persists
Note: The above instruction already enumerates the steps on how to clear the cache of the Vida app

Here are some Android-related article(s):

Android - Troubleshooting

How do I clear my cache on mobile?

Articles in this section

iOS:

Android:

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