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Connection issues with the Android mobile app

To resolve connection issues on your Android device we recommend that you follow the steps below:

Internet connection

Check that you have a connection to the Internet by looking at the cellular data network icon on the top of your screen. Your Android device will display the Wi-Fi icon or one of the cellular data network icons. If you are using Wi-Fi, you will not see a cellular data network indicator unless you turn off Wi-Fi.


Next step is to restart your Android device by powering off and turning it back on.

Check for updates

If the connection problem continues after restarting, check if you are using our latest app by going to:

  1. Settings
  2. Apps
  3. All and look for our software
Reinstall our app

If all the above fails, remove the app from your device. To do this, follow these instructions:

  1. Go to Settings.
  2. Apps
  3. All
  4. Select our app.
  5. Tap on the Uninstall button.
  6. Download the mobile app again from our website.
  7. Install our app.
Contact Support

Finally, if the problem continues, please provide a detailed report about your connection problem including:

  • Error message
  • Smartphone/tablet model
  • Android version


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