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Troubleshooting Mobile App (iOS) Issues

Issue:

Calls are not coming in on the app

When a user is unable to receive calls on their iOS 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 might have expired or could be facing verification issues. Please log out of the ButterflyMX mobile app and then log back in:

  • Open the ButterflyMX mobile app.
  • Navigate to the "Account" section.
  • Tap "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:

  • It's possible that your phone's notification settings are preventing call notifications.
  • Go to your phone's "Settings."
  • Locate and select the ButterflyMX mobile application.
  • Tap "Notifications" and ensure "Allow Notifications" is enabled.
  • Confirm that notifications for the lock screen, notification center, and banners are active.
  • Check that sounds and badges are also enabled.

Internet Connection Issues:

  • There might be issues with your internet connection affecting call delivery.
  • Try switching between different networks. If you are on Wi-Fi, switch to your mobile data, and vice versa.

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 experiences an issue where the webpage continuously reloads each time they attempt to log in on their iOS app, there are troubleshooting steps that we recommend users try.

What to do:

The issue is related to cookies being disabled in your Safari browser. To resolve this, please follow these instructions:

  1. Navigate to your phone’s “Settings.“
  2. Select the “Safari“ app.
  3. Scroll to and tap on “Advanced.“
  4. Ensure the “Block All Cookies“ option is disabled (the toggle should be in the off position).

If this setting is already off and the problem persists, please capture a screen recording or video of the issue as it occurs and send it to ButterflyMX Support. This will help us in diagnosing the problem more effectively and recommend next steps.

 

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