How can we help?
Mobile App Troubleshooting
Common mobile issues and how to fix them.
The app won’t open or crashes immediately
- Force-close the app and reopen it.
- Restart your device.
- Make sure you’re on the latest version — see Updating the Mobile App.
- If it still crashes, uninstall and reinstall the app. This doesn’t affect your account or data, since everything is stored on HiveCare’s servers, not on your device.
I can’t log in
- Double-check your email and password (watch for autocorrect on your email address).
- Make sure you have an internet connection.
- If you’re being asked for a verification code and it never arrives, check your spam folder, and confirm your email address is correct with your administrator.
- See Why can’t I log in? for more.
Messages aren’t showing up / app feels out of sync
- Pull down on the conversation list to refresh.
- Check your internet connection.
- Log out and back in if the issue persists — this doesn’t lose any data.
- See Syncing Data Between Devices.
Not getting push notifications
See Enable Push Notifications for the full checklist (device permissions, battery optimization, in-app preferences).
The app is asking for a verification code every time
This usually means the device isn’t staying “remembered” — often because app data/cache is being cleared regularly, or you’re using a shared/managed device profile. Try not clearing app storage, and check with your IT admin if the device is centrally managed.
Still stuck?
Contact support with your device model, OS version, and app version (found in Settings → About) so support can help faster.
