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Troubleshooting Mobile App (Android) Issues

Issue:

Calls are not coming in on the app

When a user is unable to receive calls on their Android device, there are troubleshooting steps (such as checking app permissions and network settings) that we typically recommend users to try.

What to do:

Here are a few troubleshooting steps that might help resolve the issue-

Account Access Token Issue:

  • Your account access token may have expired or is encountering verification issues.
  • Please log out of the ButterflyMX mobile app and then log back in:
  • Open the ButterflyMX app.
  • Navigate to the "Account" section.
  • Select "Sign Out" at the bottom of the page.
  • Log back in and check if the calls are now coming through.

Notification Settings on Your Phone:

  • The notification settings on your device might be affecting call delivery.
  • To check and adjust your notification settings:
  • Open your phone's "Settings."
  • Scroll and tap on "Apps" or "Applications."
  • Locate and select the "ButterflyMX" app.
  • Go to "Notifications" and ensure "Show Notifications" is enabled.
  • Verify that notifications for categories like "General" and "Incoming Calls" are active.
  • Ensure settings for sound, vibration, and pop-up notifications are enabled.

Internet Connection Issues:

  • There might be issues with your internet connection.
  • Test your connection by switching between different networks:
  • If you are on Wi-Fi and not receiving calls, switch to your mobile data and try again.
  • If you are on mobile data, try connecting to a Wi-Fi network.

If these steps do not resolve the issue, please reach out to Support with the date and time of the last call you missed and we will be happy to assist further!

 

Issue:

Issues Logging into the App (Login Page Reloads)

When a user is experiencing an issue where the webpage continuously reloads each time they attempt to log in on their Android app, there are troubleshooting steps we recommend the user to try.

What to do: 

The most common cause of this problem is that third-party cookies and JavaScript might not be enabled on your browser. Please follow the steps below to check and adjust these settings on your Android phone based on the browser you are using:

For Google Chrome:

  1. Open your Chrome browser on your mobile phone.
  2. Go to account.butterflymx.com.
  3. Tap the menu icon (three dots) in the upper right corner.
  4. Select "Settings."
  5. Find "Site settings"
  6. Look for "Cookies" and "JavaScript."
    1. Tap on "Cookies" and select "Allow third-party cookies."
    2. For "JavaScript," make sure the toggle is enabled.

For Samsung Internet Browser:

  1. Open the Samsung browser on your phone.
  2. Go to account.butterflymx.com.
  3. Tap the menu icon (three lines) at the lower right corner.
  4. Select "Settings."
  5. Find "Sites and downloads."
  6. Go to "Site permissions."
    1. Under "Cookies," select "Allow all cookies."
    2. Ensure that "Allow JavaScript" is enabled.

If you are using any other browser, please reach out to Support with which browser you are using, and they will provide you with the specific steps to adjust your settings.

If you continue to experience issues after following these steps, please don’t hesitate to reach out for further assistance.

 

Issue:

If you have an Android device that is running an older version of the ButterflyMX app and need instructions to update it via the Google Play Store, please follow the steps below.

What to do:

To update the mobile app on your Android device, please follow these steps:

  1. Open the Google Play Store.
  2. Search for ButterflyMX in the search bar.
  3. Tap on the first result, which features a colorful butterfly on a white background icon.
  4. Tap the Update button next to the app and wait for the update to complete.
  5. Once the update is finished, the button will say Open, confirming that the app has been successfully updated.

If you have any questions or run into issues during the process, feel free to reach out to ButterflyMX Support

 

Issue:

"The ButterflyMX widget isn't working on my Android device"

What to do:

To address this, remove the widget and then add it back to your app. Here are the steps to do this on an Android device:

Steps to Remove and Re-add the ButterflyMX Widget:

1. Remove the Widget:

  • Navigate to your home screen where the widget is located.
  • Long press on the widget until a menu appears.
  • Drag the widget to the "Remove" or "Trash" icon, which is usually at the top or bottom of your screen, and release it.

2. Re-add the Widget:

  • Long press on an empty area of your home screen until a menu appears.
  • Tap on "Widgets."
  • Find the ButterflyMX widget in the list, then press and hold it.
  • Drag the widget to your preferred location on the home screen and release it.
  • Once the widget is re-added, check if the issue is resolved.

If the problem continues after these steps, please capture a video of the issue and send it to support@butterflymx.com. This will assist us in further diagnosing the problem and providing you with additional support.

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