Search Help

Simply type a keyword or short sentence relating to your query into the box below, and our help system will return the most relevant articles.

Search

Connection issues with the iOS mobile app

To resolve connection issues on your iOS 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. Note that your iPhone/iPad will display the Wi-Fi icon or one of the cellular data network icons to the right of your carrier name if your iPhone/iPad has an active network connection. If you are using Wi-Fi you will not see a cellular data network indicator unless you turn off Wi-Fi.

Restart

The next step is to restart your iOS device by powering off and turning it back on.

Check for updates

If the connection problem continues after restarting, check if you are using the latest version of our app. To do this:

  1. Go to the More section.
  2. Select Settings and Tools.
  3. Tap on Info and Updates.
  4. Choose Check for Updates.

If updating does not resolve the issue we recommend reinstalling our app. To reinstall our app on your mobile device you will first need to remove the app:

  1. Touch and hold our app's icon on the Home screen until the icons start to wiggle.
  2. Tap the X on the corner of the icon.
  3. Tap Delete to remove our app and all of its data from your iPhone/iPad.
  4. Press the Home button to lock the Home screen icons in place.
  5. Download and install our app from the App Store.
Contact us

Finally, if the problem continues please provide us with the following information:

  • Error message
  • iPhone/iPad model
  • iOS version

You can contact us via our Contact Support form. A link to the form can be found as follows:

Website

  1. Help & Support
  2. Contact Us

Mobile

Tap on the Menu button (Android) or the More button (iOS) then:

  1. Settings & Tools
  2. Support
  3. Contact Support

Desktop

  1. Help
  2. Contact Support

Feedback

Did this article answer your question?

Related Help Articles