⚠️ If you're running into an issue with your app (ie. a frozen screen or a page not loading), please follow the below steps:

1. Close all other apps running on your device.

2. Make sure your device is connected to the internet (preferably Wifi) and has a strong connection.

3. Check your device storage capacity. If storage is maxed out there may not be enough memory to run the app.

4. Clear your App Cache and/or Data.

5. Make sure your device is on the latest operating system (OS). Having an older OS may prevent the app from running correctly. (See below for further details)

6. Shutting the app down completely (force close), shut down the device completely, then restart the device and the app.

7. Updating your app: go to the App or Google Play Store to ensure you are on the latest version.

If you're still running into trouble after following the above, please raise a ticket with the Customer Support Team so we can investigate further. In your ticket please include:

• The make and model of your mobile phone

• Your phone's OS version number

• Your app version number

• A screen recording of the issue you're having

Operating System Version

As we continue to update and improve the app, certain features are not compatible with older versions of the iOS and Android operating system (OS). This is because Google and Apple will not allow app updates to be published if they do not comply with certain standards, which results in updated apps sometimes being unable to run on older versions of Android or iOS.

The oldest operating system that the app can run on is as follows:

Android: v5.0

iOS: v11.0

However, running any Android version below 10.0 or iOS version below 13.0 can lead to lower performance, particularly as we continue to make updates so we strongly recommend you update your operating system if possible.

If you continue to run into trouble accessing the app due to having an older OS, please raise a ticket with the Customer Support team so we can see how we can help.