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Mobile App Troubleshooting

If you are having trouble with your mobile device please consider the following:

  1. Do you have good connectivity?
  2. Was the initial log on done with uninterrupted signal?
  3. Try logging off and on again
  4. Check you are not using a private or incognito browser tab.
  5. Most importantly have you tried clearing the browser cache?
Android
For more details on how to perform the actions below, see the Clearing the Cache on Android section.
  1. Open Browser app.
  2. Close all Browser app windows.
  3. Go to Browser app settings.
    1. Select Clear Cache
    2. Select Clear all Cookie Data
  4. Open new Browser Window
  5. Go to the Oneserve Mobile App
The mobile app will download and a "Page Loading" message will be displayed while it does this. This can take up two 5 minutes depending on signal strength/connection speed. Please wait until this process has completed. The message will disappear and the Sign In button will be enabled once the process has completed.
 
iPhone
For more details on how to perform the actions below, see the Clearing the Cache on iPhone section.
  1. Open Browser (Safari)
  2. Close all Browser windows
  3. Close Browser
  4. Select Settings
  5. Select Safari
  6. Click on Clear Cookies and Data
  7. Close Settings
  8. Open Safari
  9. Go to the Oneserve Mobile App
The mobile app will download and a "Page Loading" message will be displayed while it does this. This can take up two 5 minutes depending on signal strength/connection speed. Please wait until this process has completed. The message will disappear and the Sign In button will be enabled once the process has completed.
 
Lastly you could try downloading a different browser to use on your phone for example Chrome or Firefox.
 
If all of the above does not help to fix your problem please contact support.

 

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