iOS Troubleshooting FAQs

A poor connection to Wi-Fi is the number one cause for app performance issues, so the first step in troubleshooting is to verify that you're connected to Wi-Fi and have a strong signal.

Oftentimes with hotel/conference center Wi-Fi, you'll need to connect to the signal and also need to log in through a webpage. To do so, connect to the signal and then open a web browser on the device and you should be automatically prompted to log in.

Frequently Asked Questions

Why can't I log into the app?

• Email Address is Incorrect: if you receive an error message stating your email is incorrect or doesn't have access to the app, it is possible that the email was misspelled on the login screen or you are not using the same email address to log in as what the organizer registered you for the app with. Please refer to the information from the organizers to verify your email address.
  
  
• Lost/Forgotten Password: if you receive an error message stating your password is invalid, it is possible that the password was mistyped (passwords are case sensitive). If you would like to create a custom password or reset your existing password, you can click 'Reset Password' from the login screen in the app. This will send you an email with instructions and a new password.

What platforms can be used to access the app?

• iOS: the iOS app is compatible with iPhones, iPads, and iPod touches running on an operating system of 11 and above. Device models older than the iPhone 4s, iPod touch 5th generation, and iPad 2 will not be able to run 11. If your DoubleDutch app is on version 7.0+ and you are using an iOS device, the app is only supported on iOS 11 and higher.

• Android: the Android app is compatible with Android phones and tablets running on an operating system of 5.0 and above.

• HTML 5: HTML 5 is a web-based application and can be accessed on a web-browser (optimized in Chrome, Safari, Firefox, IE 11+) used for desktops, Blackberry 10, and Windows Phone IE.

How do I force close the app on an iPhone/iPad?

To force close an app on iOS 10+ double tap the home button (hold on iPhone X) to bring up the multitasking menu. Swipe up on the screenshot of the event app to force close it.

Why is my app stuck spinning/loading?

Sometimes the app will appear to be constantly loading. Often, this is due to jumping between different Wi-Fi connections, disconnecting/connecting multiple times or just a poor connection. The best way to resolve this is to confirm a connection, then force close the app (see above) and try launching again.

Why is my app freezing at the splash screen?

If the app freezes at the splash screen and won’t proceed beyond that, first force close the app (see above) and try launching again. If that doesn’t work, try deleting and re-installing the app.

How do I reset an Apple App Store password?

Attendees using iOS devices will need to enter their App Store password to download the app. If any attendees have trouble remembering their password, they can head to iforgot.apple.com. They’ll enter their Apple ID – the email address associated with their account – then verify their account via email or by answering their account’s security questions. After following the instructions provided, the attendee will be prompted to enter their new password. After submitting the new login information, they’ll be all set to download the app.

Why does the content look out of date and/or is missing app sections?

Sometimes configuration changes are made after the user has downloaded and logged into the app, so the app content needs to be reloaded. You can refresh app data by logging out and back into the app.

Can I log in on multiple devices?

Yes, users are able to sign in using the same account on multiple devices. If the user changes the password on one device, the other device will be in an invalid login state. To avoid any issues, make sure the user is logged out of all devices before resetting the password. Users will only receive push messages on one device per account.

How do I file a privacy request?

All DoubleDutch apps are compliant with applicable privacy laws. To request that your personal data be removed, request a report detailing what data is being stored, or any other privacy-related request, please email privacy@doubledutch.me.

What's a good first step if I'm experiencing something strange in the app?

In general, if the app seems to be behaving oddly, a force close is a great first start. This typically clears out any issues that might be going on. If that doesn’t do the trick, uninstalling/re-installing the app is a good second step.

You can also always contact DoubleDutch Support at attendeesupport@doubledutch.me and we'll be happy to assist!