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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.

 

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