If these troubleshooting solutions don’t resolve your issue, please get in touch with us.
Apple:
- If you’re on Wi-Fi, try disconnecting from Wi-Fi and using mobile internet instead. Here is how to disconnect from Wi-Fi. And here is how to connect to Wi-Fi.
- Check that other apps are connecting to the internet or try searching something on the internet browser on your phone. If other apps and web searchers aren’t working, you might need to reset your internet router. If they work fine, then it’s something to do with ExpiWell.
- Close all currently open apps on your phone and then try opening the ExpiWell app again afterwards.
This video shows how to close apps on Apple phones - Make sure the ExpiWell app is fully updated
- Open App Store: Find and tap the blue App Store icon on your Home Screen.
- Tap your profile picture or initials in the top-right corner.
- Swipe down on the account screen to check for new updates.
- Scroll down to the “Available Updates” section and tap “Update” next to apps or tap “Update All” to update everything at once.
- This video shows how to update apps on Apple phones
- Turn your phone off and on again. Here is a guide on how to do this.
- Try resetting your ExpiWell password.
- Open the ExpiWell App: Go to the login screen on the app.
- Enter the email address associated with your ExpiWell account
- Select “Forgot Password?” Click or tap the “Forgot password” link on the sign-in screen
- Enter the email address associated with your ExpiWell account
- ExpiWell will send instructions to your email for setting a new password.
Be sure to check your “Spam” or “Junk” folder if you do not receive it. - Follow the link in the email to set a new password.
- If your account is locked due to multiple failed login attempts, you may need to wait 30 minutes before trying the “Forgot Password” option
- If all of that fails, you could delete the app and then re-install it on your phone.
- Here is how to delete apps on Apple
- Here is how to re-install the ExpiWell app on Apple.
Remember, you have already created a log in and password so you will just need to enter that information. Once you have re-logged in successfully, the VUW study should show up on your dashboard (the app’s home page). You do not have to press the plus icon or enter the VUW study code again.
Android:
- If you’re on WiFi, try disconnecting your phone from WiFi and using mobile internet only.
- Check that other apps are connecting to the internet or try searching something on the internet browser on your phone. If other apps and web searchers aren’t working, you might need to reset your internet router. If they work fine, then it’s something to do with ExpiWell.
- Close all currently open apps on your phone and then try opening the ExpiWell app again afterwards. This video shows how to close apps on Android phones.
- Make sure the ExpiWell app is fully updated
- Open Play Store: Launch the Google Play Store app on your device.
- Tap your profile icon (usually in the top-right corner).
- Select Manage apps & device.
- Tap See details under “Updates available” (or just tap “Updates available”).
- Tap Update next to a specific app or tap Update all at the top to update everything at once.
This video shows how to update apps on Android phones.
- Turn your phone off and on again. Here are two methods on how to do this on an Android phone:
- Method 1: Using Physical Buttons (Most Common)
- Locate the Power Button: It’s usually on the side of your phone (right or left).
- Press & Hold: Press and hold the Power button for a few seconds.
- Tap “Power off”: Select the “Power off” or “Shut down” option on the screen.
- Method 2: Using Quick Settings (No Buttons Needed)
- Swipe Down Twice: Swipe down from the top of your screen to open the notification shade, then swipe down again to fully expand the Quick Settings panel.
- Tap Power Icon: Find and tap the small power icon (looks like a circle with a vertical line) usually in the bottom right corner.
- Tap “Power off”: Select “Power off” from the menu that appears.
- Method 1: Using Physical Buttons (Most Common)
- Make sure your phone is fully up to date.
Here is a video guide on how to do this, - Try resetting your ExpiWell password.
- Open the ExpiWell App: Go to the login screen on the app.
- Enter the email address associated with your ExpiWell account.
- Click or tap the “Forgot password” link on the sign-in screen
- Enter the email address associated with your ExpiWell account.
- ExpiWell will send instructions to your email for setting a new password.
Be sure to check your “Spam” or “Junk” folder if you do not receive it. - Follow the link in the email to set a new password.
- If your account is locked due to multiple failed login attempts, you may need to wait 30 minutes before trying the “Forgot Password” option
- If all of that fails, you could delete the app and then re-install it on your phone.
- Here is how to delete apps on Android.
- Here is how to re-install the Expiwell app on Android.
- Remember, you have already created a log in and password so you will just need to enter that information. Once you have re-logged in successfully, the VUW study should show up on your dashboard (the app’s home page). You do not have to press the plus icon or enter the VUW study code again.
ExpiWell Specific Fixes:
- Make sure you are logged in to the ExpiWell app. You will have created a log in when you first downloaded the app. Here’s how to check you are still logged in:
- Check the main screen/dashboard: If you are logged in, the app will display your Experience dashboard where you can see scheduled, available, and completed surveys or projects. If you are not logged in, you will likely see a login or sign-up screen.
- Look for account options: You can also check for an account or settings section within the app.
- Navigate to the sidebar by tapping the “Hot Air Balloon” icon or swiping the screen to the right.
- Tap on the “Settings” icon; if you are logged in, you should see your account details or an option to “Log Out”. The presence of your profile information indicates you are currently signed in.
- If you are not logged in, the app will prompt you to sign in with your credentials or create an account.
- Log out of the app and then log back in again. Tap on the Hot Air Ballon and press Log Out. This will take you to the log in page of the app. Here, re-enter the email address and password you used when you first signed up for the app. If you can’t remember the password you created, you can select ‘forgot password’ and you will receive email instructions on how to reset your password for the app.
- Reinstall the App: If the problem continues, log out, delete the app, and then reinstall it from your app store. This clears any corrupted data but keeps your project progress intact. When you re-install the app, you will need to re-enter your log in details (your email and password).
To get the detailed instructions about installing the app CLICK HERE.
Remember, you only need to download the app if you are going to complete the study in the ExpiWell app. If you are going to complete the study by receiving email reminders and going to a website, you do not need this app.
PLEASE NOTE:
If at any time you are having particular difficulties or have a question about the app, please contact us using the form on the page linked below.
We are always happy to help answer any questions or troubleshoot any problem you are having, we will respond to your message as soon as possible via email.
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