A poor connection to WiFi is the number one cause for app performance issues, so the first step in troubleshooting is to verify that you're connected to WiFi and have a strong signal.
Oftentimes with hotel/conference center WiFi 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
- 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 it on the login screen or you are not using the same email address to login 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 the 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 9.0 and above.
Android- The Android app is compatible with Android phones and tablets running on an operating system of 4.2.2 and above.
HTML 5- HTML 5 is a web-based application and can be accessed on a web-browser (optimized in Chrome) used for desktops, Blackberrys, and Windows phones.
How To Force Close Android - Navigate to the phone’s settings (varies depending on the device) and tap on Manage apps. Find the app in the list, tap on it and select Force Stop (language may vary slightly).
Spinning/Loading - Sometimes the app will appear to be constantly loading. Often, this is due to jumping between different WiFi 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.
Content Looks Out of Date/ Missing App Sections - Sometimes configuration changes are made after the user has downloaded and logged into the app, so the app content needs to be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.
Logging in to Multiple Devices - You are able to sign in using the same account on multiple devices. If you change the password on one device, the other device will be in an invalid login state. To avoid any issues, make sure you are logged out of all devices before resetting the password. Note that you will only receive push messages on one device per account.
To Sum it All Up - 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. In particular, Android devices are known to occasionally download apps incompletely (not common, but it happens).
You can also always contact DoubleDutch support at firstname.lastname@example.org and we'll be happy to assist!