Troubleshooting the Mobile Phone App

Scenarios:

You are having trouble with the Enrolmy for Providers app and need to know how to fix your issue

This document assumes the following:

You have an active Enrolmy account
You have downloaded and installed the Enrolmy for Providers app

Troubleshooting the Enrolmy Mobile Phone App

If you run into a problem or have an issue, try these steps to resolve it:

1. Log out and in again.

2. Restart your device.

3. Uninstall and reinstall the app.

4. Ensure all updates for your device are up to date.

5. Ensure all staff are assigned to the activities they should be.

6. Ensure children are not on waiting lists, marked present, or any other anomaly.

7. Ensure you are in the correct activity and the tabs match the desktop display for all activities, current or future.

If you see any of the following or have similar issues, follow these problem-solving techniques first before contacting us.

Issue	Steps to Resolve	Additonal Information
Server Error	Log out of the app and log back in	This is displayed to force the logout process for updates.https://helpcentre.enrolmy.com/entkb/How-To-Login-on-the-Mobile-App.1954381939.html
No Activities Showing	Ensure the staff member is assigned to the activity Check you are in the correct tab the app displays as the desktop version, showing all activities, current and future.	https://helpcentre.enrolmy.com/entkb/How-To-Assign-Staff-To-Activities.1954513957.html
Names Missing from Attendees List	Make sure you are checking the corresponding days with that of the attendance screen on the desktop. Ensure you are in the correct activity.	https://helpcentre.enrolmy.com/entkb/The-Menu-Tab-on-the-Mobile-App.1954382837.html#TheMenuTabontheMobileApp-1.HowToCompleteAttendanceReconciliation
Attendees Previously Signed Out have Reappeared as Not Signed Out	Log out of the app and log back in	https://helpcentre.enrolmy.com/entkb/How-To-Login-on-the-Mobile-App.1954381939.html
Sign-in and Sign-out Time Showing Incorrectly	To amend the time-stamping issue on your attendance section you can adjust these settings on your devices using the settings below: For Apple: https://support.apple.com/en-us/HT203483 For Android: https://support.google.com/android/answer/2841106?hl=en For Samsung: https://www.samsung.com/uk/support/mobile-devices/how-do-i-change-the-date-and-time/	If you are seeing incorrectly time-stamped data in Enrolmy, then this could be caused by the following reasons: Daylight savings Users travelling (or previously traveled) and not readjusting their timezone settings on their device A user's phone is out of date.
Not able to log in	If you're unable to log on to the Enrolmy for Providers or Enrolmy Parent Kiosk mobile apps, it could be because the WiFi you are connecting to uses a Firewall. If the WiFi at your site uses a Firewall, you may need to add exceptions for Enrolmy domains before our apps can be used on site. Ask the administrator of the Firewall to add the following Enrolmy domains to their Firewall list of approved domains. Ideally, a wildcard should be used such as: `*.enrolmy.com` If that is not possible, to make full use of the mobile apps these domains will need to be opened: `api.enrolmy.com` `login-api.enrolmy.com` and `{your-minisite-slug}.enrolmy.com`	N/A

For any of the above or other issues you have encountered that have NOT been resolved with the following methods, please raise a support ticket with our Customer Support Team. Please see ways to contact Customer Support here: https://helpcentre.enrolmy.com/entkb/How-Do-I-Get-Support-from-Enrolmy%3F.1954415194.html

Awesome! You now know how to troubleshoot the mobile app.

Last Updated: 23 May 2023