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Troubleshooting Expiwell App

If these troubleshooting solutions don’t resolve your issue, please get in touch with us.

Apple:

  1. 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: https://www.youtube.com/watch?v=kMxplVuilZY
  1. Make sure the ExpiWell app is fully updated.
    Open App Store: Find and tap the blue App Store icon on your Home Screen.

Go to Account: Tap your profile picture or initials in the top-right corner.

Refresh: Swipe down on the account screen to check for new updates.

Update: 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: https://www.youtube.com/watch?v=YofVJRgIy38

  1. Turn your phone off and on again. Here is a guide on how to do this: https://support.apple.com/en-gb/guide/iphone/iph841379c3d/ios

Android:

  1. 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: https://www.youtube.com/watch?v=IYI5zZA_Enc
  1. Make sure the ExpiWell app is fully updated. 
    Open Play Store: Launch the Google Play Store app on your device.

Access Profile: Tap your profile icon (usually in the top-right corner).

Go to Apps: Select Manage apps & device.

Find Updates: Tap See details under “Updates available” (or just tap “Updates available”).

Update: 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: https://www.youtube.com/watch?v=mYbgO6AKb1A 

  1. 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.

Newer Phones: If a voice assistant pops up, keep holding the Power button (or press Power + Volume Up) until the power menu appears.

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. 

  1. Make sure your phone is fully up to date. Here is a video guide on how to do this: https://www.youtube.com/watch?v=IXyp2CjzQc0 

ExpiWell Specific Fixes:

  1. 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. 

  1. 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. 
  1. 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).
    Here is how to delete apps on Apple: https://support.apple.com/en-gb/guide/iphone/iph248b543ca/ios
    Here is how to re-install the ExpiWell app on Apple: https://elm-group.org/expiwell-iphone/ 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.

  2. Here is how to delete apps on: