Troubleshooting

Here you can find out everything about possible issues within the app and how to resolve them.

If you have tried some basic troubleshooting, or if you are experiencing an issue that you can consistently reproduce, please message us directly by clicking in the lower right corner of the screen.

 

  • For the best user experience we recommend to use:
    • Android 5.0 or later
    • iOS 10.0 or later

Registration

You have 3 options to register into Influencers’ app:

  • With your Facebook account
  • With your Gmail account
  • With your Apple account (iOS users)

Registration with Facebook account

If you are an Android  user:

In order to register with Facebook account, you must have the Facebook App instaled on your device. Click on ‘Sign in with Facebook’ button, select your profile and tap ok.

If you don’t have Facebook App instaled on your phone, please install it and then proceed, or try another way to register.

Please make sure that your internet connection is stable.

If you are an iPhone user:

Click on ‘Sign in with Facebook’ button, type username and password of your Facebook profile and tap ok. If you find some issues, please make sure that you typed your username and password correctly and check your internet connection.

Registration with Google account

If you are an Android  user:

In order to register with Google account, you must have the Google Play services activated. If you don’t use Google Play Services, you won’t be able to continue with your registration this way. Please activate Google Play Services, or try a different way of registration. Also, make sure that your internet connection is fine.

If you are an iPhone user:

Click on ‘Sign in with Google’ button, type username and password of your Google account and tap ‘ok’. If you find some issues, please make sure that you typed your username and password correctly and check your internet connection.

 

 

Channel can’t open

If you have difficulties to open some channel, first you need to make sure that you have a stable internet connection. When you make sure that the internet is not an issue, pull to refresh the page. Channel should open now.

Some channels require a certain amount of points or Loyalty Club level reached in order to be opened. Please make sure that you reached a required amount of points or Loyalty Club level.

If you have unlocked some channel, but it still appears as locked, please pull to refresh the page. If the channel still appears as locked, please check the quality of your internet connection.

 

What if you can’t see posts

If you are not able to see the posts, please check the quality of your internet connection. The easiest way to do this is by searching the web. Please be aware that the app won’t work properly without an internet connection. When you make sure that the internet is working properly, pull to refresh the page. The posts should be visible now.

Comments are not visible

If you left some comment on the comment wall but they are not visible, please pull to refresh the page. Also, you can leave the page and come back after a few seconds. The comment should appear.

If new comment is still not visible, please check your internet connection. In order to app work properly, your Wi-Fi or mobile data connection must be stable.

 

Points are not visible 

If you bought some points, but they are not visible on your point counter, please be aware that this action may take some time. Pull to refresh the page, and points should be visible.

If they still are not visible, please check your internet connection.

 

Payment issues

Your payment won’t go through

If you are trying to buy something within the app, but you can’t make the purchase, please be aware that payments are handled by Google Play or App Store (depending on the device you’re using).

We highly recommend you to check your payment details on App Store if you are iPhone user or on Google Play if you are Android user. You can also find more details in the links below:

Google Play Support

App Store Support

 

What if you have a problem during One-on-one session

You can’t open the ‘One-on-one session’

The one-on-one chat session with Influencer costs a certain amount of points. If you don’t have enough points to start the conversation with Influencer, you will be redirected on the page that contains information about the required amount of points for the beginning of one session.

Inside that page, you can find the ‘Buy Points’ button. Click on this button leads you to a page where you can buy points needed. If you don’t want to buy the missing points, you can collect them by engaging within the app.

This page also contains the ‘View chat history’  button, where you can find all previously finished conversations.

If you are in the session with Influencer, and you are waiting for the response for too long, please try to leave the page, and come back after a few seconds. If the message still isn’t loaded, please check your internet connection.

If you have enough points, but the page is ‘frozen’ your internet connection might be a problem.

 

App freezes or won’t load

 

If the app won’t load, or freezes, first of all, check that your Wi-Fi or mobile data connection is active and working. A simple way to do this is by searching the web. If you see information on the screen, your internet connection probably is not the issue. If that search doesn’t work, connectivity might be a problem.

After you confirm that your internet is working, pull the page from upside down and see if the app loads properly.

If the app still doesn’t work properly, please try to leave the app, and start up again. Also, check if you are using the latest version of the app. If you’re using some older version, some features and performance improvements won’t work properly.

To make sure you have the most recent features and performances improvements always download the latest version of the app. The latest versions are always available on the Apple and Google Play Stores.